Help Docs
Answers to all things DoneDone. Still can’t find something? Reach out!
Mailboxes & Conversations
Adding and Removing Users from a Mailbox or Project
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. There are three ways you can manage Users in a Mailbox or Project. Guests For information on adding/removing Guests, please visit our help doc: “Guests: everything you need to know“. Quick Add & Invite If you’re on the Dashboard or in a Mailbox/Project home screen, you can quickly add...
Adding DKIM and SPF / Return-Path records for your Outgoing Email
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. Once you’ve set up your Outgoing Email Address, all replies and new Conversations will be sent using that email address as the “From” address. These emails will be sent from our own email provider, Postmark. When your customer receives a reply from you, they will see...
Archiving and Deleting Projects and Mailboxes
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. If you’re done with a Project or no longer using a Mailbox, you can deactivate it. To do this, go to General Settings within your Project or Mailbox. At the bottom of the General Settings screen, click the Archive or Delete button.
Bulk Edit and Filter Tickets by Job
Last Updated: November 18, 2025Watch this video to learn how to organize and edit groups of tickets by Job.
Changing Workflows on an Existing Project or Mailbox
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. Ever want to change the workflow of a project or a mailbox after you’ve been using it for a while? What happens if not all the workflow statuses match? Well, this help doc will walk you through all the ins and outs of...
Connecting a web form to your Mailbox
Last Updated: November 18, 2025Along with forwarding email addresses, many of our customers use a form on their website to collect feedback, requests, and support inquiries in their mailbox. You can connect any web form to a mailbox by setting up two things: Here’s a short video explaining how we set up our own support form to our mailbox:
Controlling Spam
Last Updated: November 18, 2025While your email service is your first layer of protection from unwanted email forwarding into your Mailbox, DoneDone offers another layer of defense to help you and your team stay focused on important emails from your customers. This help doc will walk you through how to control spam in DoneDone. How to mark conversations as...
Create a Project That Uses Workflow Jobs
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. Once you’ve created a Workflow that uses Jobs, you’re ready to spin up a brand new Project. Check out this short video to learn just how.
Creating a New Mailbox
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. You can create a new Mailbox at anytime by clicking the New Mailbox button on your dashboard. If this button does not appear on your dashboard, it is because you are only a Normal user. Just ask an Admin or Account Owner to change your Role....
Exporting Tasks and Conversations
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. Sometimes you want to export your work either to use in other tools or for backup purposes. It’s easy to export to CSV. Here’s how. Navigate to the project or mailbox you’d like to export from and choose the filter you’d like to export and click...
Getting Started with Workflow Jobs
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. When you use a DoneDone workflow, changing the status of an item and assigning it to someone are two different tasks. But, many workflows are rigid enough where each status is tied to a specific job. Example: A bug tracking workflow where the “In Progress” status is assigned...
How to Set Up Your Customer Ticket Portal
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. We’re here to help you unleash the benefits of our brand new gem, the Customer Ticket Portal! Watch this video to learn how to get up and running with your own Customer Ticket Portal.
Introduction to Mailboxes
Last Updated: November 18, 2025Auto-forward company email to a DoneDone Mailbox to streamline communication between your support team and customers. No more headaches with ccs, broken email chains, and unruly threads. Mailboxes are most commonly used to handle customer support inquiries, outside feedback, or other company processes like applicant hiring. Any process you currently manage with a company email is a...
Link Tasks to Conversations and Vice Versa
Last Updated: November 18, 2025When conversations and tasks relate to one another, go ahead and link them! This creates a more closed-loop experience and allows you to see everything relevant to your work. How to Link Tasks to Conversations Navigate and select the Conversation. Underneath the Conversation message, click the green + button next to Linked Tasks. Next, select Create New if you’d...
Mailbox Email Limits
Last Updated: November 18, 2025DoneDone uses email limits to ensure the stability of the platform for all of its customers. These limits help defend against spamming, unsupported use cases (such as using DoneDone as a mass email marketing platform) and other potentially malicious activity that may negatively impact the deliverability of legitimate email. Don’t worry. DoneDone never limits the...
Managing Email Notifications
Last Updated: November 18, 2025Everyone has a different preference about how frequently they’d like to receive email notifications. Some people want an email about everything that happens in DoneDone while others don’t want anything to make it into their inbox. There’s no right answer. That’s why DoneDone makes it easy to control how often email notifications are sent to...
Merging Conversations in a Mailbox
Last Updated: November 18, 2025With DoneDone Mailboxes, you can easily merge multiple email conversations into one thread. Here’s how it works: After the merge is complete, the following will happen: From now on, any replies to emails on the merged conversations will land in the merged thread. In addition, the original thread’s assignee, priority, status, and due date will be kept...
Moving Tasks to Another Project (or Conversations to Another Mailbox)
Last Updated: November 18, 2025You can move tasks from one project to another by using the Bulk Edit feature located on a project homepage. Simply click on the tasks you’d like to move, then click the”Move..” option. Once you’ve done this, you will be presented with a popup where you can choose the project you want to move these...
Setting up an Email Signature
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. Just like in a traditional email client, you can set up an Email Signature that will append to all outgoing replies from your Mailbox. Note: The signature will be applied to all members of the Mailbox that send replies, not just to yourself. To...
Setting up an Outgoing Email Address
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. By default, when you send replies from a Mailbox, your customers will receive an email from notifications@donedone.com. This is the default Outgoing Email we use for all Mailboxes. However, we recommend you change this to an email address you own. Typically, your Outgoing Email...
Setting up Auto-Forwarding
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. Once you’ve created a Mailbox, the very next thing you should do is set up an auto-forwarding rule from your existing company email address to the Mailbox. For instance, if you currently manage support inquiries from support@mycompany.com in Gmail, you can set up an auto-forwarding rule...
Setting up Conversation Rules
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. When a new Conversation comes into your Mailbox, DoneDone will set defaults for the following attributes: You can modify these defaults by going to the Conversation Rules section within your Mailbox. On the Conversation Rules screen under Initial Conversation Settings, you can change the default assignee, priority, status, and add...
Setting up Saved Replies
Last Updated: November 18, 2025Note: Parts of this feature are only accessible to Account Admins and Owners only. If you work in customer support, you’ve probably encountered a time when multiple people were asking the same question. For example, when we launched DoneDone 2, we received a lot of questions about how to switch from a Classic account over to DoneDone...
Using Filters to find Tasks and Conversations
Last Updated: November 18, 2025Filters are DoneDone’s simple solution to finding work. Need to find your team’s important tasks that are due this week? Looking for your critical bugs that are ready to retest? Filters are here to help! 👏 In this 5-minute video, we’ll show you how to use DoneDone filters to make finding the tasks and conversations...
Using Project & Mailbox Notes
Last Updated: November 18, 2025Have you ever struggled to share things like project briefs, tech specs, or any other info that pertains to the entire Project? With Notes in DoneDone, it’s easy. Check out this video to learn how.
Using Tags to Organize Work
Last Updated: November 18, 2025After creating projects and mailboxes, you might want to organize your work further. Tags are a simple convention that everyone understand and a great way to keep things organize. Any task or conversation can be tagged and filtered by those tags. Adding Tags Adding tags to your work is easy. Navigate to the task or...