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Connect a mailbox

Connect your support@ address to Tikivio: fetching over IMAP, replies sent over SMTP.

Before you start

  • Your provider’s IMAP and SMTP settings (server, port, encryption).
  • A username and password (or an app password if your provider requires one). Providers that require OAuth sign-in are not supported yet.

Adding the mailbox

  1. Open Settings › Email and add a mailbox (/o/<your-organisation>/parametres/messagerie/nouvelle).

  2. Fill in the name and address, then the IMAP fetching (incoming email) section: server, port (usually 993 with TLS), encryption, username, password and folder (INBOX by default).

  3. If the folder already holds messages, tick Ignore the messages already in the fetched folder when you create the mailbox, before its first fetch: only messages received afterwards will become requests. This box is unticked by default: without it, every message already there becomes a request, with an acknowledgement. It is only offered as long as the mailbox has never been fetched, then again if the IMAP folder, server or username changes.

  4. Fill in the SMTP sending (replies to requesters) section: server, port (usually 587 with STARTTLS), username and password.

  5. Use the test buttons: the diagnostics show which step fails (name lookup, connection, encryption, authentication, folder). Passwords are encrypted and never shown again. Then save the mailbox (Save).

  6. Tokenised reply addresses: in the SMTP sending (replies to requesters) section, the Tokenised Reply-To addresses (“+” sub-addressing) list is set by default to Automatic: enabled as soon as the “+” sub-addressing self-test succeeds (recommended). Once the mailbox is saved, with fetching and sending enabled and their passwords stored, click Edit next to the mailbox, then Run the “+” self-test. If it succeeds, the token is enabled: the emails this mailbox sends to requesters carry a tokenised Reply-To address (support+tkv-…@your-domain) and replies are attached more reliably. Choose Always enabled (your provider accepts “+”) only if your provider delivers these addresses to the fetched mailbox, or Disabled not to use them.

What happens next

  • The mailbox is fetched every 5 minutes in read-only mode: no message is deleted, moved or marked as read.
  • Each new message opens a request (e-mail channel) with its attachments, and an acknowledgement is sent.
  • Your end customers’ answers are attached to the right request. Doubtful cases go to To review (/o/<your-organisation>/messagerie/a-controler).
  • The Inbound mail log (/o/<your-organisation>/messagerie/courrier-entrant) shows every fetched message and what happened to it; outgoing mail is tracked in /o/<your-organisation>/messagerie/envois.

Several mailboxes

You can connect several mailboxes, up to your plan’s limit, and pick the default sending mailbox.