Email channel
Keep the address customers already write to
Connect your support mailboxes over native Gmail and Microsoft APIs. Inbound mail becomes a ticket in seconds, replies leave from your own address, and Hookdesk tells you the moment a connection stops syncing.
- OAuth connection for Google and Microsoft mailboxes
- Automatic token refresh with an approval-status tracker
- Threading that keeps customer replies on the same ticket
- Channel-health warnings before anyone notices silence
Email channel
Live in your workspace
- Native API sync
- Token refresh loop
- Health alerts
- Multiple mailboxes
- Attachments intact
Inside the workspace
What your team actually sees
Channel health sits on Home and in Admin > Channels, so a broken mailbox connection is an alert rather than a week of missing tickets.
Good morning, Adam
Last 7 days9
Assigned to me
3
Due within 4h
1
SLA at risk
0
Unassigned
184
Resolved (7d)
4.7
CSAT (7d)
My queue - due first
- Invoice total looks wrong12m left
- Cannot sign in to the portalbreached
- Order SO-88213 never arrived1h 40m
- How do I add a teammate?3h 05m
Setup health
- Mailboxes connected3 syncing
- Routing rules active11
- Pending invites2
- Portallive at help.northwind.co
Capabilities
Built for this job, not bolted on
Native API sync
Gmail and Microsoft Graph rather than fragile forwarding rules.
Token refresh loop
Access tokens refresh automatically; expiry is handled before it bites.
Health alerts
Draft, pending-verification and approved states are visible at a glance.
Multiple mailboxes
Support, billing and per-brand addresses all feed one queue.
Attachments intact
Files arrive with the ticket and are stored against the message.
Full headers kept
Original message metadata is preserved for troubleshooting.
How it runs
From arrival to answer
- 1
Connect
Run the OAuth consent flow from Admin > Channels.
- 2
Verify
The approval-status widget confirms the app state for that provider.
- 3
Sync
Inbound mail creates or threads onto tickets automatically.
- 4
Reply
Outbound messages send from the connected address with your signature.
Detail
The small print that matters
Where it lives
Admin > Channels > Native API sync.
Providers
Google Workspace / Gmail and Microsoft 365 / Outlook.
Credentials
OAuth client credentials are held as server secrets; tokens are never exposed to the browser.
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