Friday, April 10, 2026

Setting Up Email Channels in Helpdesk

Airclou Team
Tutorials

Setting Up Email Channels in Helpdesk

In this tutorial, you’ll connect your company’s email domain to Helpdesk so customers can reach your support team by emailing addresses like support@yourcompany.com.

By the end, you’ll have a verified domain, a working email account, and incoming emails flowing into your ticket queue.

Prerequisites

  • An Airclou workspace with Helpdesk enabled
  • Admin access to your DNS provider
  • Admin role in Helpdesk

Step 1: Add your domain

  1. Navigate to Settings > Domains
  2. Click Add Domain
  3. Enter your domain (e.g. yourcompany.com)
  4. Choose Hosted for mailbox type if Helpdesk should manage the mailbox directly, or Forwarded if you’ll forward emails from your existing provider

Step 2: Verify MX records

For hosted domains, you need to point your MX records to Helpdesk:

  1. In your DNS provider, add the MX records shown in the Helpdesk domain setup
  2. Back in Helpdesk, click Verify MX
  3. Wait for DNS propagation (this can take up to 48 hours, but usually completes in minutes)

Step 3: Authenticate with DKIM

DKIM authentication signs your outgoing emails so they’re not flagged as spam:

  1. Click Authenticate on your domain
  2. Copy the CNAME records provided by Helpdesk
  3. Add them to your DNS
  4. Click Validate to confirm

Step 4: Create an email account

  1. Navigate to Settings > Email Accounts
  2. Click Add Email Account
  3. Select your verified domain
  4. Enter a reply name (e.g. “Acme Support”) and reply account (e.g. support)
  5. Set the facade email — this is what customers see as the sender (e.g. support@yourcompany.com)
  6. Save

Step 5: Verify forwarding (forwarded domains only)

If you chose the forwarded mailbox type:

  1. Click Start Verification on the email account
  2. Helpdesk sends a test email with a verification token
  3. Ensure your email provider is forwarding to the Helpdesk address shown
  4. Once the forwarded email arrives, the account is marked as verified

Step 6: Test it

Send a test email to your new support address. Within a few seconds, it should appear as a new ticket in Helpdesk.

What’s next

Back to Helpdesk blog