Account Setup

Setting up a new email account? Here’s what all the settings do.

☠️ But first, a word of warning! The import process does things you might not expect:


🚯 Zammad will delete all emails in your inbox during the import process.

Use the Experts dialog to disable this behavior.


📮 Zammad will send an auto-reply message to every email it imports. (Including the old ones!)

Use the Experts dialog to change this behavior.


Gmail / G Suite users:

Google is in the process of upgrading its security policies. To stay up-to-date, do not add your account as an email channel — instead, create a Google channel.

Microsoft 365 users:

Microsoft is in the process of upgrading its security policies. To stay up-to-date, do not add your account as an email channel — instead, create a Microsoft 365 channel.


In most cases, Zammad is smart enough to figure out your email provider’s configuration based on your email address alone.

Enter your email address and password, and Zammad will figure out the rest.
Organization & Department Name

The display name used for outgoing email.

Screenshot of customer inbox with email from "Chrispresso Sales"

A customer’s inbox with an auto-reply from Chrispresso Sales.

If you add multiple addresses to a single account, you can define a separate Organization & Department Name for each one.

Email display names value can be further customized in the Settings tab.


Your email address.

If your account login/username is different from your email address, use the Experts dialog (see below).

If your inbox receives mail for more than one email address, be sure to add your alternate addresses after account setup.


Your account password.

Destination Group

The group that incoming mail will be assigned to.

Use filters for more fine-grained sorting of incoming email.


If Zammad can’t figure out how to connect your account (or if you just want to access advanced settings), use the Experts dialog.

When auto-detection fails, you will be presented with the "Experts" account setup dialog.

Email Inbound


Choose from IMAP and POP3.

In most cases, you want IMAP. (With POP3, you won’t be able to keep messages on the server or specify which folder to fetch from.)


Your email server’s hostname or IP address (e.g.,

Contact your email provider or system administrator if you don’t know.


This field is being pre-filled with your email address in case you’ve provided one before opening the expert settings.

Adjust this setting in case your username and email address differ.


Your account password.


Enable encryption when fetching messages.

You can choose from the following options:

  • No SSL


    Retrieving Emails, just like sending your username and password without any encryption is not secure.

    You should never use this configuration on internet machines!

  • SSL



Your email server’s port (usu. 993 for IMAP, or 995 for POP3).

Contact your email provider or system administrator if you don’t know.


Specify which folder to fetch from, or leave empty to fetch from INBOX.

If specifying a nested folder, be sure to use the full path. (Some systems use different path separators; e.g., Inquiries/Tech-Support vs. Inquiries.Tech-Support. Contact your email provider or system administrator if you don’t know.)


📥 Additional Steps Required

In the last step of the account setup process, Zammad sends you an email from your own account, then waits for it to appear in the folder specified here. Account verification will not complete until this test message has been received.

If this folder does not receive incoming messages automatically, you may have to manually check your inbox during the verification step and move Zammad’s test message there when it arrives.

Keep messages on server

Specify what happens to your emails after Zammad imports them:

  • no Zammad deletes all imported messages

  • yes Zammad marks imported messages as read

    (With this option, Zammad will only import unread messages. This means Zammad may miss messages if the mailbox is externally modified.)


🤔 Why does Zammad delete messages by default?

If you never clean out your inbox, it’ll eventually reach its storage limit, and your mail server will start rejecting incoming messages. Most Zammad users never even look at their inbox once it’s set up, so they rely on Zammad to keep it clean for them.

If you choose yes here, remember that it’s your responsibility to clean out your inbox from time to time to keep it below its storage limit.

Import as
“Import as” option in email account setup dialog

How should old emails be imported?

During the import process, Zammad treats all messages (including ones you’ve already read from months or years ago) as if they had been sent today: senders will receive auto-replies saying “your message has been received and we’ll get back to you within 24 hours,” and tickets created for each message will be marked as “new”.

Use this option to disable this behavior for messages more than two weeks old.


This option may not be shown if:

  • all messages in your inbox are less than two weeks old

  • you selected Keep messages on server: Yes

  • you selected Type: POP3

For more fine-grained control, manually disable this and other triggers before adding an email account, then turn them back on once all your messages have been imported.

Email Outbound

Send mails via

Choose from SMTP and local MTA (e.g., Sendmail).

Local MTA (mail transfer agent) configuration is only available on self-hosted installations.


Your email server’s hostname or IP address (e.g.,


Your account login/username.

Leave blank to use the same value from incoming account setup.


Your account password.

Leave blank to use the same value from incoming account setup.


Your email server’s port (usu. 587 or 465).

Zammad will detect and enable SSL/STARTTLS support automatically.


Email account verification step

As a final step, Zammad sends a test email from your own account, to your own account, and to which discards the test mail right away.

We’ve created a landing page for which describes the backgrounds as well.

This this Zammad ensures that your email account is capable of sending internal and external - once this is verified the setup process is complete! 🎉


🤓 Don’t forget to set the outgoing email address

In Zammad each group decides about the email address that’s used for outgoing emails. The incoming group technically has no effect on it.

For this reason make sure to also adjust each affected groups setting.