Email accounts
Email is one of your two ticket channels, alongside live chat. An email account connects a support address — like support@yourcompany.com — to Helpdesk so that incoming mail turns into tickets and your team’s replies go out from that same address.
What an email account does
Once connected, an email account handles both directions of the conversation:
- Incoming — a customer emails your support address and Helpdesk creates a ticket (or appends to an existing one when they reply to a thread).
- Outgoing — when an agent replies, the message is sent from your support address, so the customer sees a consistent sender.
This keeps the whole exchange in one ticket instead of a tangle of forwarded mail.
Connect an address
You manage email under Settings → Channels → Email Ticketing. To connect a support address:
- Add the address you want customers to write to.
- Choose the domain it belongs to. The domain must be verified first — see Domains.
- Set the sender name your customers will see on replies.
If this is your first support address, it becomes the default account used for outgoing mail when no other account is specified.
Verify mail flow
Before an account goes live, confirm mail actually reaches Helpdesk and replies deliver from your address. Verification depends on how your domain is set up; the Email Ticketing settings walk you through the checks and flag anything that isn’t wired up yet.
Default account
Each domain has one default account used for outgoing email when no specific address is chosen. You can change which account is the default at any time.