Support channels let customers reach your team from the tools they already use. Every message becomes a ticket in Helpdesk → Tickets, and your replies go straight back to the customer on that channel.

Channel setup lives in Helpdesk → Ticket Configuration → Channels. Each channel is configured per workspace (its credentials are never shared with other workspaces).

This guide covers Email.

The Email channel turns support emails into tickets and lets you answer them as conversations.

1. Enter your support address

Open the channel setup

1. In the sidebar, go to Helpdesk → Ticket Configuration.
2. Open the Channels tab.
3. Find the Email card and click Set up.
4. Enter your Support inbox address (for example support@yourcompany.com).
5. Click Save.

2. Route mail to the helpdesk

Point that inbox, or a forwarding rule on it, at the helpdesk so incoming mail is captured as tickets.

How it works day to day

• Incoming email opens a ticket tagged Email.
• Replies from the ticket are sent back to the customer's email address.
• You get a notification whenever a new ticket arrives.