When a mailbox is connected to NeetoDesk, replies that agents send from tickets also appear in that mailbox's Sent folder. Your mailbox keeps a complete record of the conversation, including incoming emails and your team's replies, even for people who never open NeetoDesk.
This works automatically. There is nothing to enable.
How it works
When an agent replies to a ticket, NeetoDesk sends the email to the customer and saves a copy in the connected mailbox's Sent folder. The copy matches what was actually sent, the same recipients, subject, body, and attachments, and shows up in the same email thread as the customer's original message. Each reply is saved exactly once, no matter how many people it goes to.
This applies to all connected mailbox types:
- Gmail / Google Workspace
- Microsoft Outlook / Microsoft 365
- Custom mail server
If your mailbox uses email forwarding instead of a connected account, there is no mailbox to save replies into, so this doesn't apply.
Reconnect Microsoft mailboxes connected before July 14, 2026
This feature was released on July 14, 2026, and saving to Sent Items needs a permission that Microsoft connections made before that date didn't ask for. If you connected your Outlook mailbox before July 14, 2026, reconnect it once:
Go to Admin Panel.
Click on Support Channels, then Mailboxes.
Open your Microsoft mailbox and click on Disconnect.
Click on Login with Microsoft and sign in with the same mailbox.
Approve the requested permissions.
Until you reconnect, everything else keeps working as before. Replies just won't appear in Sent Items.
Note: for Outlook mailboxes, attachments larger than 3 MB are not included in the Sent copy. The reply your customer receives is not affected.