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Set up a mailbox for your Hornbill instance

When setting up a shared mailbox, the most important thing to know is that you must first have a domain in place. Creating a new mailbox in Hornbill creates the ability to send and receive email in a shared mailbox, but it does not create a new domain for you. For example, say the domain you wanted to use for this shared mailbox was gmail.com. First, you would have to set up an email address on gmail.com.

This article takes you through the steps of setting up a shared mailbox in Hornbill, setting up inbound mail, and testing that the mailbox sends and receives email.

Before you begin

Email domain. You must have an email domain already in place before setting up a shared mailbox. You can use your own domain (e.g. mycompany.com), or you can purchase one from Hornbill (e.g. mycompany@live.hornbill.com). If you want a Hornbill-provided domain, contact your Customer Success manager to arrange this for you. Once you have a domain in place, you can follow the steps in this article.

Login credentials. You must have login credentials for the domain that you’ll be using.

Roles required:

To do this You need this role assigned
Set up a shared mailbox Admin Role (User)
Access mailbox and email log files A dedicated user role created by you
View and use mailboxes in Hornbill The role associated with the mailbox. (See how to create a custom role for a mailbox).

Introduction

This article complements the reference information about shared mailboxes found in the Platform Configuration Guide.

Follow the steps here to set up a shared mailbox in your Hornbill instance.

Note

If, when you are in Platform Configuration > Email > Shared Mailboxes, you see a blue message saying There are no more available mailboxes, this means your mailbox limit is reached. Contact your Customer Success manager to purchase one or more new mailboxes.

How to set up a new mailbox

The process of setting up a new mailbox includes:

  • Adding a new mailbox
  • Configuring an inbound mail service
  • Linking an outbound mail route (domain)

Adding a new mailbox

To add a new mailbox:

  1. Navigate to Platform Configuration > Email > Shared Mailboxes.
  2. In the mailbox list, click Add Mailbox.
  3. Fill in the fields.
Field Example
Mailbox mycompany-support
Display Name My Company - Support
Role From the dropdown, select a role that represents the employees you want to be able to see this shared mailbox in Hornbill and use it.
Rights Tick the boxes for the rights you want the mailbox users to have. See suggested rights for a typical user.
  1. Click Save Changes.

You have now added a mailbox, but you haven’t added any inbound mail route. At this point, you’ll enter information about the server that is available for your mailbox.

Configuring an inbound mail service

To configure an inbound mail service:

  1. In Shared Mailboxes, in the list of mailboxes, click the name of the new mailbox.
  2. Click the Inbound Mail Service tab.
  3. Click Add New Service.
  4. In the Email Service dialog, fill in the fields. As an example, if your new mailbox is mycompany-support@live.hornbill.com, then the fields you configure might look like this:
Field Example
Service POP3
Server live.hornbill.com
Encryption No Encryption
Port 110
Authentication Method
Username mycompany-support
  1. Click Test.
  2. Once the connection is successful (green), click Create.

Now you need to link the domain to the shared mailbox.

Linking an outbound mail route (domain)

In the Addresses tab, you specify a reply address — the address that recipients will see when they receive email from Hornbill. This reply address also has another important function within the Hornbill Platform: it links the outbound mail route to the shared mailbox.

To link an outbound mail route (domain):

  1. In the Addresses tab, click + Add Address.
  2. Specify the alias. The alias forms everything to the left of the @ symbol in your reply address.
  3. From the dropdown, select the domain name. This list contacts all the outbound routes (domains) you have configured in Hornbill.
  4. Click Save.
  5. Select the checkbox to the left of the address, and then click Set as Default. A green dot now appears to the right of the address to indicate that this is the default address.

Next steps

You’re now ready to test out your new mailbox. Try sending and receiving emails with it.

Further information

For reference information about setting up a mailbox, see Shared Mailboxes.

For further guidance, see FAQs.

For more details on email domains and email protocols, see:

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