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Set Up Your First Mailbox

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Mailboxes are where your team manages incoming email and requests in DoneDone.

You can use a Mailbox for addresses like:

When an email arrives in a Mailbox, DoneDone turns it into a Conversation your team can assign, reply to, and track through a Workflow.

In this guide, you’ll create your first Mailbox and connect the email address your team already uses.

1. Create a Mailbox #

Create a new Mailbox in DoneDone and give it a name that clearly describes what it is used for.

For example:

  • Customer Support
  • IT Requests
  • General Inquiries
  • Operations

Your Mailbox becomes the shared workspace where your team manages Conversations for that type of request.

For example:

Customer Support Mailbox

→ contains your customer support Conversations

2. Choose a Workflow #

Every Mailbox uses a Workflow to track the progress of Conversations.

A simple Workflow might look like:

New → In Progress → Waiting → Closed

Choose an existing Workflow or create one that reflects how your team handles incoming requests.

You can always update your Workflow later.

3. Add Your Team #

Add the people who should have access to the Mailbox.

Team members can then work together to:

  • View incoming Conversations
  • Assign requests
  • Reply to messages
  • Add internal comments
  • Update statuses
  • Track what still needs attention

Instead of several people working from the same inbox, DoneDone gives your team one shared place to manage requests and ownership.

4. Connect Your Shared Email Address #

Next, connect the email address your team uses to receive requests.

For example:

support@yourcompany.com → Customer Support Mailbox

Whenever possible, connect a shared or team email address rather than your personal work email.

Good examples include:

Why use a shared inbox? #

A DoneDone Mailbox works best when it represents a stream of requests that your team manages together.

For example, instead of connecting:

alex@yourcompany.com

connect:

support@yourcompany.com

This keeps personal email separate from shared work and gives your team one place to see what has come in, who owns each request, and what still needs attention.

Use a Direct Connection #

For most teams, the recommended setup is to connect your shared inbox directly to DoneDone.

Once connected:

Someone emails support@yourcompany.com
↓
The message becomes a Conversation in DoneDone
↓
Your team can assign, track, and respond to it

Team members who are assigned to the Mailbox can also reply to those Conversations from their regular Gmail or Microsoft inboxes.

That means your team can keep using the email tools they already work in while DoneDone keeps the request organized, assigned, and trackable.

Tip: Avoid connecting your personal email address unless you specifically want messages sent to that address managed as shared requests in DoneDone.

5. Send a Test Email #

Once your email address is connected, send a test message to it.

For example:

Subject: Test support request

The email should appear as a new Conversation inside your Mailbox.

Open the Conversation and try:

  • Assigning it to a team member
  • Changing its status
  • Adding an internal comment
  • Sending a reply

This is the basic workflow your team will use to manage incoming requests.

What Happens When an Email Arrives? #

Once your Mailbox is connected, the process is simple:

Email arrives

↓

DoneDone creates a Conversation

↓

Your team assigns it

↓

The Conversation moves through your Workflow

↓

Your team replies and resolves the request

Each request has a clear owner, status, and history, so your team can see exactly what needs attention.

Customize Your Mailbox #

Once your Mailbox is working, you can customize how your team handles new Conversations.

Depending on your process, you may want to configure:

  • Default assignments
  • Statuses
  • Tags
  • Saved replies
  • Email signatures
  • Auto responders
  • Email filters
  • Office hours
  • Custom Workflows

You don’t need to configure everything before getting started.

Start by connecting a real email address and handling a few requests. You can refine the Mailbox as your team starts using it.

A Simple Example #

Let’s say your team currently receives IT requests at:

it@yourcompany.com

You could create:

Mailbox: IT Requests

Workflow:

New → In Progress → Waiting → Completed

Then directly connect it@yourcompany.com to the Mailbox.

When an employee emails:

I need access to the accounting system.

DoneDone creates a Conversation in the IT Requests Mailbox.

Your team can assign the request, communicate with the employee, and move it through the Workflow until it’s complete.

If that request requires additional work, you can also create or link a Task in a Project.

You’re Ready #

Once you’ve created your Mailbox, connected your email address, and received your first Conversation, you’re ready to start managing requests in DoneDone.

Remember:

Mailboxes organize incoming requests.

Conversations are the individual requests inside them.

Next: Create Your First Project #

Projects give your team a place to organize Tasks and the work that needs to get done.

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Updated on October 20, 2026
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