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E-Mail Channel

When you create a SimpKo account, you are provided with an E-mail address: 'support-companyXY@simpko.io' ('companyXY' is exemplary). Every e-mail sent to this address becomes a ticket.

If necessary, you can add further addresses in addition to the E-mail address set up when the account was created, depending on your payment plan. For example, you can offer your customers additional SimpKo addresses to contact them (see E-Mail Provider: Default (SimpKo)). If you already have an e-mail address (e.g. support@yourcompany.com) that your customers use for requests to you, you can continue to use that e-mail address for your customers. Read more about this under Use your own e-mail address(es) for support requests.

Plan based limit on the number of E-mail addresses: Starter - 1 (Default e-mail address), Advanced - 5, Pro - unlimited

Topics of this article:
Use your own e-mail address(es) for support requests
Communication process between requesters and agents via the e-mail channel
Add E-Mail Channel/Address, Edit existing Channel
Delete E-Mail Address/Channel

Use your own e-mail address(es) for support requests

You have the following two options to ensure that your incoming inquiries to the external e-mail addresses also become tickets in your SimpKo instance:

Connect your SimpKo instance (of your SimpKo account) with your external e-mail address

In this case, SimpKo acts as an e-mail client, which means that SimpKo retrieves the messages from your external e-mail address and converts them into tickets. Responses and notifications regarding these tickets are sent by SimpKo on behalf of your own e-mail provider. So your external e-mail address, e.g. support@yourcompany.com, will continue to be used as your recipient and sender address. To enable this, however, a few setup steps are necessary (see E-Mail Provider: Use own Mail Server).
After the connection with your external e-mail address has been established, all new unread e-mails in the inbox folder are retrieved and converted into tickets. After the e-mails have been successfully converted into tickets, these e-mails are deleted on the external mail server. The reason for this is that already retrieved emails are not retrieved again and thus tickets are created twice.

Please note: Providers such as Google and Microsoft no longer support authentication via password, which is why these providers cannot currently be connected to a SimpKo account. However, you can still use addresses from these providers by setting up a forwarding to your internal SimpKo e-mail address in your external e-mail account and entering the desired external e-mail address as the sender address for This SimpKo address. Read more about this in the following paragraph.

Forwarding of e-mails received in your external e-mail account to a SimpKo e-mail address

Automatic e-mail forwarding to your SimpKo address must be configured in your external e-mail account. How this is done depends on the e-mail provider your are using. A ticket is also generated from every forwarded e-mail. In order for SimpKo to send replies and notifications to tickets created in this way on behalf of your own e-mail provider, you must enter the corresponding external e-mail address as the sender address for the SimpKo address to which you have set up forwarding. You also need to adjust the SPF records for your e-mail domain in the DNS and create a DKIM record - you can find more information about this here. If you do not specify the sender address in your SimpKo e-mail address, replies/notifications will be sent via your SimpKo address e.g. support-companyXY@simpko.io.

Communication process between requesters and agents via the e-mail channel

When contacting requesters via your e-mail address(s) (either an e-mail address or an external e-mail address that you have connected to your SimpKo instance or whose e-mail you forward to a SimpKo e-mail address), the following happens:

  • The incoming e-mail request becomes a ticket in your instance.
  • To confirm that a ticket has been created for the request, an e-mail notification will be sent to the requesting person if this notification is enabled - see Enabling/Deactivating Notifications.
  • To inform your agents that a new ticket has been created, an e-mail notification will be sent to the agents, provided that the notification is enabled.
  • If an agent replies to the ticket, that response is sent to the requesting person using the 'Ticket reply' e-mail notificaition.
  • If the requester replies to the agent’s ticket reply, this answer is saved in the conversation history under the Reply tab.
  • The entire communication process between the requester and the agent is recorded in the ticket under the reply tab.

Add E-Mail Channel/Address, Edit existing Channel

Für jede E-Mail-Adresse, unter der Sie Anfragen als Tickets erhalten möchten, ist ein separater E-Mail-Kanal anzulegen. Go to System >> Channels.

  • Add channel: Click on "New Channel".

    Edit existing channel: Click in the line of the channel to be edited or click on the edit icon ().

    • Available Form fields:

      Name: Enter the desired ID (designation) for the channel.
      Type: Select E-Mail. Active: In order to receive tickets in Simpko from the e-mail address you have set up, the channel must be activated. The Default E-Mail Address cannot be deactivated.

      E-Mail Provider: Select the provider of your e-mail address(es).

      • Default (SimpKo) - for adding, editing SimpKo E-Mail Addresses:
        Enter the desired E-Mail Address, e.g. sales-yourcompany@simpko.io (where 'sales' is the variable part of a SimpKo e-mail address). This address is your address for both incoming and outgoing e-mails.
      • Sender Address: If you have set up forwarding of an external email account to a SimpKo e-mail address, enter the corresponding external e-mail address here so that outgoing e-mails can be sent via this address. Please adjust the SPF records for your e-mail domain in the DNS and create a DKIM record, otherwise the e-mails will be declared as spam by your recipients' e-mail clients. For your e-mail domain, add the network 77.75.20.32/28 to your SPF record and create a DKIM record with the type 'CNAME', the name 'simpko1._domainkey' and the content/value 'simpko1._domainkey.simpko.io'.

        Note: The system will not allow the sender address to be saved until the SPF record has been set correctly!



      • Use your own mail server - for adding, editing external E-Mail Addresses:
        Enter the external E-Mail Address. Before SimpKo can access messages from an external e-mail address, the corresponding server information from the e-mail provider is required.

        The following information from your provider's incoming mail server must be entered:
        1. Server Type (Protocol): Select whether to use IMAP or POP3 to retrieve the e-mails.
        2. Server Name: The name of the incoming mail server.
        3. Port: The port number for accessing the mail server. (IMAP: port 993, if your provider allows an SSL connection, otherwise 143. POP3: port 995 with SSL, port 110 without SSL)
        4. SSL: Activate SSL so that an encrypted connection is established for retrieval from the mail server.
        5. Username: Your complete e-mail address of the external e-mail server e.g. yourcompany@example.com
        6. Password: The password associated with your e-mail address.
        7. To verify that the credentials you entered are correct, click Test Connection.
        The following information from your provider's outgoing mail server must be entered::
        1. Server Name: The name of the outgoing mail server.
        2. Port: Port number for outgoing e-mails, usually port 25. (port 587 with STARTTLS, port 465 with SSL/TLS)
        3. Username: Your complete e-mail address of the external e-mail server. It is usually the same username as for the incoming mail server, but it can be different.
        4. Password: The password associated with your e-mail address.
        5. Encryption: Select the type of encryption for the connection (connection security) to the outgoing mail server.
        6. Authentication: Authentication method required by the outgoing mail server.

  • After creating/editing click on Save.

Delete E-Mail Address/Channel

Go to System >> Channels.

  • Click on the delete icon () of the desired e-mail channel and then on Yes, Delete to confirm the deletion process.

Note: The original Default E-mail Address generated when the account was created (e.g. support-companyXY@simpko.io) cannot be deleted.

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