Most tenants email you rather than log into a portal. Piping a mailbox means those emails arrive in WorkHub, attach themselves to the right ticket, and show on the tenant's record — instead of sitting in one person's inbox.

Where it lives

Settings → Email → 📥 Inbox piping.

Settings is a menu down the left. Under Integrations you'll find Finance, Payments, Email and Activity log.

Which mailboxes you can pipe

  • Microsoft 365 — a person's own mailbox, or a shared one like maintenance@
  • Google Workspace / Gmail — the same, on the Google side
  • IMAP — any other provider, using a host, username and password

Adding one

  1. Go to Settings → Email → Inbox piping.
  2. Add the mailbox with its Name, Address and Type.
  3. Choose the type carefully — see below.
  4. Press Authorise.

Authorise deliberately takes you to Microsoft or Google. Turning piping on isn't a setting you flip; it's a consent round trip made by the person whose mailbox it is. A toggle would imply otherwise and then fail.

For IMAP there's no round trip — you enter the server address, username and password instead.

Personal or shared — this matters

  • Personal — only mine. The signed-in person's own mailbox.
  • Shared — the whole team sees this mail. A mailbox like support@ or info@.

Get this right at the point of adding it. A shared mailbox needs a broader permission from Microsoft than a personal one, and if it's mis-set the symptom is confusing: consent succeeds, the mailbox reports connected, personal mailboxes work fine — and only the shared ones fail. That looks like an Exchange problem and sends people off fixing something that was never broken.

What happens to mail once it arrives

  • Mail from an address WorkHub recognises is attached to that contact and their tickets.
  • Replies thread onto the existing ticket rather than opening a duplicate.
  • Attachments come across with the message.
  • Anything it can't place with confidence is set aside for triage rather than guessed at.

Settings → Email → 📬 Inbound is where the set-aside mail waits. Assign it to a ticket or contact from there.

Use a shared mailbox, not a personal one

Pipe maintenance@yourbuilding.co.uk, not sarah@. A personal mailbox pulls Sarah's entire correspondence into the service desk and stops working the day Sarah leaves.