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Email Accounts

Email accounts define the addresses your helpdesk uses to send and receive customer emails. Each account is tied to a verified domain.

How email accounts work

An email account has two addresses:

  • Facade email — the customer-facing address (e.g. support@yourcompany.com). Customers see this as the sender.
  • Helpdesk email — the internal address used for mail routing (e.g. support@yourcompany.airclou.com).

When a customer replies to a ticket, the email is received at the helpdesk email and matched to the correct ticket.

Setting up an email account

  1. Navigate to Settings > Email Accounts
  2. Click Add Email Account
  3. Select the domain (must be verified first)
  4. Enter the reply name and reply account (the local part of the address)
  5. Enter the facade email (customer-facing address)

The first email account created on a domain is automatically set as the default.

Forwarding verification

If your domain uses forwarding mode, you need to verify that forwarding is working:

  1. Click Start Verification on the email account
  2. Helpdesk sends a verification email containing a token
  3. The email must arrive back at Helpdesk through your forwarding setup
  4. Once received, the account is marked as verified

You can regenerate the forwarding token at any time if verification fails.

Default email account

Each domain has one default email account. This is used when no specific account is selected for outgoing emails. To change the default, click Set as Default on the desired account.

Deleting an email account

Deleting an account removes its associated mailboxes. If you delete the default account, the next available account on the domain is promoted to default.