Turn Emails into Tasks with a Company Email Address

Name: Turn Emails into Tasks with a Company Email Address
Uploaded: 2026-03-04T09:56:32+01:00
Description: Turn emails into tasks in Planfix: connect a company external email address, forward your inbox and reply to clients from the same shared address.

March 4, 2026 4 min read 6

To turn emails into tasks without giving up the company address your clients already write to, such as info@ or support@, connect that mailbox to Planfix and set up automatic email forwarding into your account. Each new client email then becomes a task, and replies go out from the same shared address. This two-minute video shows the setup with Gmail; for the rest of the toolkit, see the email features in Planfix.

What you’ll learn: how to turn emails into tasks in Planfix

Add a company external email address and connect the Gmail mailbox it sends from (0:08).
Forward emails to Planfix from Gmail and confirm forwarding from a task (0:35).
Choose who can use the address and link it to a project (1:12).
Configure incoming emails so client replies land in the right task (1:28).

How to set up a company external email address in Planfix, step by step

Step 1. Add the company address

Go to Account management → Email → Outgoing messages → Company external email addresses and click Add external email address. This is one shared mailbox that several or all employees can use. See all the company external email address settings in the Help Center.

Step 2. Connect the mailbox

Choose the provider of the mailbox Planfix will send from (the video uses Gmail) and sign in to that account. Some settings fill in automatically, and you only need to enter the sender name. The account has to pass the Test account check before the changes can be saved.

Step 3. Set up automatic email forwarding to Planfix

Planfix handles sending and receiving separately: external address settings affect outgoing mail only, so incoming mail has to be forwarded. In Gmail settings (the video opens them from Manage labels), go to Forwarding and POP/IMAP and click Add a forwarding address. Enter your internal Planfix email address or a virtual email address created for receiving mail. See how to forward Gmail emails to Planfix in the Help Center.

Step 4. Confirm forwarding from the task

Gmail sends a confirmation email, and it arrives in Planfix as a task. Open the task and click the confirmation link. Back in Gmail, select Forward a copy of incoming messages, choose what Gmail does with its own copies and save the changes.

Step 5. Choose who can use the address

In the address settings, specify which employees or groups can use it. Optionally, link it to a specific project or add an email signature. An address linked to a project isn’t available in other projects, so one Planfix account can serve several companies or brands. Keep at least one address with no project: Planfix uses it for projects without their own address and for tasks with no project.

Step 6. Configure incoming emails

In Account management → Email → Incoming mail settings, the video recommends these options:

Create a new task when responding to a completed task, so an email that lands in a closed task is not missed.
Show SPAM button, to remove unwanted emails quickly.
Do not send contacts notifications about actions added by other participants by email, which protects against emailing clients by accident.
Use email header to determine that the email is a response to an existing task and Use subject and sender to determine that the email is a response to an existing task, so the first email creates a task and the following messages become comments.

What happens when a client emails your company address

Once Gmail forwarding is confirmed, a client’s email reaches Planfix automatically and becomes a task: the subject becomes the task name, the body becomes the description, and attachments go to the task. If the sender is new, Planfix creates a contact for them.

Your team discusses the request in task comments. A comment reaches the client only when you select them in the Notify about this block, and they get it as a regular email from the shared company address. Their reply is added to the same task.

Who a shared company email address is for

Support teams working from a shared inbox: every emailed request becomes a task, and agents stay anonymous, answering clients on behalf of the organization. See how Planfix works as help desk software.
Companies with several brands: each brand’s address is linked to its own project.
Teams working with clients, partners and contractors: everyone outside the team gets email from an address they know and doesn’t need Planfix access.
Mixed setups: one group answers from the shared mailbox while another uses personal external addresses.

FAQ

How do I create tasks from emails automatically?

Forward the mailbox to a Planfix virtual email address, then open that address in Account management → Email → Virtual email addresses and set up rules for creating tasks from emails. With the email header and subject-and-sender options on, later messages become comments, not new tasks.

Can the team reply to clients from a shared email address?

Yes, on paid and premium accounts and during the trial. On the Free plan, emails go out from employees’ internal Planfix addresses.

Why doesn’t an email from Gmail show up in Planfix?

Check that forwarding is confirmed and that the email isn’t in Spam: Gmail doesn’t forward messages from its Spam folder.

Connect the inbox your clients already use

Start with the address clients write to most. If you only need outgoing mail, see how to send emails from Planfix. If clients also reach you through messengers, see how omnichannel customer communication keeps email and messenger conversations in one feed. New to Planfix? Start your free trial.

This video was featured in What’s New in Planfix: January- February 2026.