How email becomes tickets
Point SwanDesk at your support mailbox and it does the rest: every new message opens a ticket, and every reply threads onto the ticket it belongs to. When a customer answers, SwanDesk trims the quoted history so the thread stays readable.
Set up incoming & outgoing
Open Settings → Email. There are two halves:
- Incoming (IMAP) — the mailbox SwanDesk watches (host, port 993, username, password).
- Outgoing (SMTP) — how replies and notifications are sent (host, port, username, password).
For outgoing mail, prefer the SSL port 465 if your provider offers it — it connects more reliably than 587 on some networks.
Microsoft 365 & Exchange Online
On Microsoft 365 you don’t need an app password. Choose the modern (OAuth) sign-in for the mailbox, authorize SwanDesk once, and it connects with a token — the same for sending and receiving. On-premises Exchange works over standard IMAP/SMTP.
Reply commands
Reps can work tickets without leaving their own inbox. Type a hashtag command on its own line in a reply and SwanDesk acts on it when the message comes in:
| Command | What it does |
|---|---|
#close | Close the ticket after this reply. |
#assign name | Assign it to a rep. |
#private | Post as an internal note (the customer never sees it). |
#can shortcode | Insert a canned response by its shortcode. |
Canned responses
Save the answers you send over and over. Give each one an optional shortcode,
then drop it into a reply from the composer — or with #can shortcode straight
from email. Great for password resets, “we’re looking into it,” and onboarding steps.
Delivery & safety
SwanDesk keeps email dependable and quiet:
- Adaptive checking — it polls more often when things are busy and backs off when they’re not.
- Durable sending — outgoing mail is queued and retried, so a brief outage doesn’t drop a reply.
- Loop & spam guards — auto-reply loops and obvious junk are suppressed so they don’t create ticket storms.