---
title: "Set up the built-in Helpdesk"
description: Connect your support mailbox, manage ticket housekeeping, and add a ticket form.
canonical: https://www.proxyai.app/docs/helpdesk-setup-wizard
last-updated: 2026-10-19
---

> For the complete documentation index, see [llms.txt](https://www.proxyai.app/llms.txt). Request public content pages with `Accept: text/markdown`.

# Set up the built-in Helpdesk

Open your bot's **Helpdesk** configuration and choose **Use built-in**. The setup wizard walks through five steps. You can skip a step and return to it later; closing the wizard does not disconnect the ticket board. Choose **Open setup** to return.

## 1. Connect mailbox

Connect the support mailbox you already use to send ticket replies. Choose your mailbox provider and follow the connection instructions shown. Depending on the provider, this uses sign-in or an app password and SMTP settings. This step is optional; you can work tickets on the board without connecting email.

Use a mailbox you control. Do not paste your ordinary account password when your provider requires an app password. Follow the provider-specific instructions in the wizard.

## 2. Replies to board

When reply ingestion is available, ticket emails carry a reply address that brings the customer's answer back onto the board. You can also configure forwarding from your support inbox so new emails become tickets. Follow the forwarding instructions and any confirmation request shown for your mailbox.

If this step says reply ingestion is unavailable, customer replies continue to arrive in your mailbox. If inbound email is paused because your credits are exhausted, top up before expecting new incoming messages to be accepted.

## 3. Auto-archive

Choose how long resolved tickets remain on the active board before archiving. You can also choose when pending tickets automatically resolve. Choose **Never** for either rule if you prefer to manage it yourself. Archiving removes a ticket from the active view; it is not deletion.

## 4. Email template

Enter your company name, optionally add a logo, and describe the style you want. Generate a template, preview it with a sample ticket, and save the version you want to use. Generating a template uses AI credits.

The template supplies the branding around your support reply. It does not write or approve the reply itself.

## 5. Ticket form

Choose the categories customers can file tickets under. The ticket form offers those categories, and tickets opened by the bot use the same list. Use the embed instructions shown to add the form to your site.

Choose **Finish** to save the remaining setup choices. Mailbox connection and template generation have their own actions; follow their confirmation messages rather than assuming closing the wizard cancels them.

## Continue

Read the [Helpdesk guide](https://www.proxyai.app/help/add-ons/helpdesk-guide) for ticket handling and [MCP documentation](https://www.proxyai.app/docs/mcp) for working with tickets through an authorized assistant.