Connect a mailbox with IMAP

Forwarding is the simplest way to bring email in. If your provider can't forward, Bancroft can sign in to the mailbox instead, read new email and send replies through it.

Before you start

Gmail, Google Workspace and Microsoft 365 need an app password rather than your normal password. Create one in the security settings of the mailbox's account. You may need to turn on 2-step verification first.

Connect the mailbox

You'll need to be a workspace admin.

1. Go to Settings → Email.
2. At the bottom of the page, select Use IMAP instead.
3. Choose Google Workspace, Microsoft 365 or Other. The first two fill in the server details for you.
4. Enter the support email address, the username (usually the same address) and the app password.
5. For Other, enter your provider's IMAP and SMTP servers and ports. IMAP uses port 993 or 143. SMTP uses 587, 465 or 25.
6. Select Connect.

Bancroft signs in before saving, so you'll know right away if something is wrong.

How it works

• Bancroft checks the mailbox's inbox every couple of minutes and turns new emails into tickets.
• It picks up unread messages and marks them as read. If someone opens a message in the mailbox before Bancroft checks, it can be missed, so leave the inbox to Bancroft.
• Replies go out through the mailbox and come from its address. This applies even if you've also verified a domain.

Check or remove the connection

The connected mailbox is listed on the Email settings page. Select Test connection to have Bancroft sign in again. A slow server can take up to a minute to answer. If the password changed, remove the mailbox and connect it again with the new app password.

Select Remove to disconnect it. Bancroft stops reading the mailbox. Forwarded email still comes in, and tickets you already have stay put.