Set up mailboxes in Service

Updated on 20 Oct 2021

Emails are one of the major channels for incoming customer inquiries. In this how-to guide you’ll learn how to set up a mailbox, so you can register all incoming requests that you receive by email.

How a mailbox works

SuperOffice Service comes with a default mailbox with the address support@(yourdomain).suocrm.com. Emails sent to this mailbox, will automatically be converted into requests.

When service agents reply to requests in the system, the replies are sent as emails. Everyone with access to SuperOffice Service will be able to see the entire communication history between a customer and a service agent connected to a particular request.

If you already have email addresses such as info@-, support@-, contact@yourdomain.xxx, you can redirect all emails to the mailboxes in Service. You can set up this redirect on your mail server. You should also set up a SPF record that allows MailGun to send emails using the customers domain.

Tip: Create a mailbox for each email address your company uses.

A lot of companies use web forms where people ask for a follow-up call or additional information by leaving their personal details. You can set up your web forms to send the customer details you receive to your mailbox. Then you can follow up on the customer directly from SuperOffice Service.

How to find your default mailbox

You can find your default mailbox for SuperOffice CRM and SuperOffice Service.

To find your mailbox in SuperOffice Service, please follow these steps:

  1. Click on the System settings button in the upper right corner,
  2. Choose E-mail in the drop-down menu,
  3. The default support address is found under the first column Address.

To find your mailbox in SuperOffice CRM, please follow these steps:

  1. Click on the Main menu and select Settings and maintenance,
  2. Click on Requests in the navigation menu on the left-hand side,
  3. Open the E-mail tab and click on Mailboxes. Here you’ll find your default mailbox.

From this point, all incoming inquiries by email are answered in Service, not in Outlook.

Watch this video to learn how to set up a new mailbox in Service (video length - 2:51):