Built-in email account configuration

Every LiveAgent account has a pre-set built-in outgoing and incoming email account in the following form - support@mail.mycompany.ladesk.com. This email account cannot be removed, and is recommended to use for testing purposes for new LiveAgent users. Please note that using the built-in email account to maintain your personal/company email communication is not recommended, as it is using our email servers, and because they are shared with other customers, there is a higher risk for degradation of outgoing email service and not delivering emails to your customers.

It is always recommended to connect your own/company email addresses as outgoing and incoming email accounts.


In the incoming built-in email account settings, you are able to choose in which department tickets from emails sent/forwarded to your built-in email address are created, and the outgoing email account that will be set up as the default sender for replying emails/tickets sent/forwarded to this email account.

If you do not wish to create tickets from emails sent directly or forwarded to your built-in email address, it is possible to turn off these functions separately in the built-in email account settings.

Note that disabling the "Catch-All forwarded emails" function will discard only emails forwarded to your built-in email address from email addresses that are not set up as a Forwarding account in your Incoming email accounts. If there exists a Forwarding email account and this account forwards an email to your built-in email account, it will still create a new ticket/add a message to an existing ticket.

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