Setting up mail
Nurvedesk works with the support address you already have, such as support@yourcompany.com. Mail comes in by forwarding, and replies go out through your own mail provider, from that same address. Each inbox's settings show these steps with its own addresses and a tick as each one works.
1. Forward incoming mail
Each inbox has a private forwarding address on in.nurvedesk.com. Forward a copy of everything that arrives at your support address to it. Customers never see that address.
Google Workspace or Gmail
In the mailbox's settings, under Forwarding, add the forwarding address. Google sends a confirmation message to it, which arrives in Nurvedesk as a conversation from Google: open it and follow the link. Then choose to forward a copy of incoming mail. For a Google Group, add the forwarding address as a member.
Microsoft 365
In the Exchange admin centre, open the mailbox or shared mailbox, then Mail flow settings, Email forwarding, and forward to the address, keeping a copy if you want one. If your organisation blocks forwarding outside it, an admin allows it for this mailbox in the outbound spam policy.
Anything else
Any forwarding rule, alias or route that sends each incoming message to the forwarding address works. Messages up to 25 MB are taken, attachments included.
2. Connect how replies are sent
Replies leave through a mail provider you choose, so they come from your domain with your reputation, not ours. Connect it in the inbox's settings:
| Provider | What you'll need |
|---|---|
| SMTP | Server, port, username and password. Works with almost any provider, including Amazon SES, Resend, Mailgun and your own server. |
| Resend or Postmark | An API key or server token allowed to send. |
| Amazon SES | A region, and an access key allowed only to send. |
| Microsoft 365 | An Entra app registration with the Mail.Send application permission, limited to this mailbox by an application access policy; its directory id, application id and a client secret. Replies are sent from the mailbox itself and appear in its Sent Items. |
| Cloudflare Email | The account id and an API token allowed to send email. |
Credentials go straight to Frogfish's mail service, which keeps them encrypted. Nurvedesk itself never stores them.
3. Let your domain vouch for replies
Receiving servers check that mail claiming to be from your domain is allowed to be. Two DNS records do that, and your provider tells you their values (the inbox's settings show them too):
- SPF, a TXT record on your domain, lists who may send for it. You have one record only: add your provider's
include:to the one you have rather than making a second. - DKIM, usually a CNAME or TXT record under
_domainkey, lets your provider sign each message for your domain.
If you publish a DMARC policy (a TXT record at _dmarc), check that your provider's mail passes SPF or DKIM aligned with your domain before you make the policy strict.
What Nurvedesk does with mail
- Every message is kept as it arrived, with a readable copy for your team. Replies thread into the right conversation by their headers, and otherwise by sender and subject.
- Automatic mail (out-of-office replies, mailing lists, bounces) never gets an auto-reply, so two robots can't answer each other.
- A reply of yours that bounces is marked on the conversation, not turned into a new one.
- Nothing is dropped silently: a message that can't be filed is kept for us to look at.