What you need to know
OmniDesk connects to your existing mailbox — you keep your email address (for example support@yourcompany.com). We use two standard protocols:
IMAP — incoming mail
Fetches new customer emails from your inbox and turns them into tickets. OmniDesk syncs continuously in the background.
SMTP — outgoing mail
Sends replies and notifications from your support address so customers see mail from the same inbox they wrote to.
Why not your normal Google password?
Google and Microsoft block sign-in from third-party apps when you use your regular account password. Instead, use an App Password (Google) or an app-specific password (Microsoft with 2FA). This keeps your main password private and lets you revoke access anytime.
Connect in OmniDesk
After you create a workspace, follow these steps inside the app:
Create an inbox
Go to Inboxes → Connect inbox and enter a name (e.g. "Support") plus the email address you want to connect.
Add IMAP settings
Open the inbox → IMAP tab. Enter your incoming mail server, port, encryption, username (usually your full email), and App Password. Click Save, then Test IMAP.
Add SMTP settings
Switch to the SMTP tab. Enter outgoing server settings, the same username, and the same App Password. Set From name and From email to match your support address. Use Test SMTP, then save once the test succeeds.
Start syncing
Once both tests pass, OmniDesk begins syncing mail. New messages appear as tickets; replies you send in OmniDesk go out via SMTP.
Onboarding wizard
New accounts can complete these steps in the setup wizard at /onboarding. The settings are the same as on the inbox settings page.
How to create a Google App Password
Required for personal Gmail and most Google Workspace accounts when connecting via IMAP/SMTP. You must have 2-Step Verification turned on first.
Turn on 2-Step Verification
- Open Google Account → Security.
- Under "How you sign in to Google", select 2-Step Verification and follow the prompts.
Enable IMAP in Gmail
- In Gmail, click the gear icon → See all settings.
- Open the Forwarding and POP/IMAP tab.
- Select Enable IMAP and save changes.
Generate the App Password
- Return to Google App Passwords (or search "App passwords" in your Google Account).
- You may need to sign in again. If you don't see App passwords, confirm 2-Step Verification is enabled.
- For App name, type something you'll recognize, e.g. OmniDesk.
- Click Create. Google shows a 16-character password (often grouped like
abcd efgh ijkl mnop). - Copy it immediately — you won't see it again. Paste it into both the IMAP password and SMTP password fields in OmniDesk (spaces are optional; either format works).
Use your full email as the username
For both IMAP and SMTP, set Username to your full Gmail address (e.g. you@gmail.com). Do not use your normal Google account password.
Google Workspace admins
Some organizations disable App Passwords or IMAP by policy. If App Passwords are missing or connection fails, ask your Workspace admin to allow IMAP access and app passwords for your account, or use a dedicated support mailbox.
Gmail & Google Workspace settings
Use these values in OmniDesk for Gmail and Google Workspace:
Incoming mail (IMAP)
| Host | imap.gmail.com |
|---|---|
| Port | 993 |
| Encryption | SSL/TLS |
| Username | Your full Gmail address |
| Password | Google App Password (16 characters) |
| Mailbox | INBOX |
Outgoing mail (SMTP)
| Host | smtp.gmail.com |
|---|---|
| Port | 587 |
| Encryption | STARTTLS |
| Username | Your full Gmail address |
| Password | Same Google App Password |
| From email | Same address as your inbox |
Alternative SMTP port
If port 587 is blocked on your network, try port 465 with encryption set to SSL/TLS instead.
Microsoft 365 / Outlook
For Outlook.com or Microsoft 365 business mailboxes with IMAP enabled:
IMAP
| Host | outlook.office365.com |
|---|---|
| Port | 993 |
| Encryption | SSL/TLS |
| Username | Your full Microsoft email |
| Password | Account password or app password (if 2FA on) |
SMTP
| Host | smtp.office365.com |
|---|---|
| Port | 587 |
| Encryption | STARTTLS |
| Username | Your full Microsoft email |
| Password | Same as IMAP |
With two-factor authentication enabled, create an app password at Microsoft account security and use it instead of your main password.
Security best practices
- Use App Passwords, not your login password. Revoke the App Password in Google or Microsoft if you disconnect OmniDesk or suspect unauthorized access.
- One App Password per service. Label it "OmniDesk" so you can identify and remove it later.
- Limit inbox access. Connect a shared support mailbox (e.g. support@) rather than a personal inbox when possible.
- Credentials are encrypted. OmniDesk stores IMAP and SMTP passwords encrypted at rest. They are never shown again after you save them.
- Test after changes. Run IMAP and SMTP tests in inbox settings whenever you rotate passwords.
Troubleshooting
"Authentication failed"
Double-check you're using an App Password (Gmail) or app password (Microsoft with 2FA), not your normal password. Confirm the username is your full email address.
IMAP works but SMTP fails (or vice versa)
Verify port and encryption pairs: 587 + STARTTLS or 465 + SSL/TLS for SMTP; 993 + SSL/TLS for IMAP. Mismatched combinations are the most common cause.
"App passwords" option missing in Google
Enable 2-Step Verification first. Workspace accounts may need an admin to allow app passwords. Some Google accounts with Advanced Protection cannot use app passwords.
Mail not syncing
Ensure the inbox is active, IMAP test passes, and IMAP is enabled in Gmail settings. Check the inbox status on your Inboxes dashboard for sync errors.