Email support uses a customer-facing address for replies and an inbound forwarding address for receiving messages.
Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
Email support uses a customer-facing address for replies and an inbound forwarding address for receiving messages.
- Open Settings → Channels → Email.
- Under Support email, select Add email or Edit beside the Customer-facing support address.
- Configure an address on a domain your organization controls.
- Add the DNS records shown under Sending email at your DNS provider, then select Verify DNS. Support replies use your public workspace name and configured address when the sender domain is verified.
- Copy the address under Forward inbound support emails to this address.
- Configure your email provider to forward your public support inbox to that destination. Complete any provider verification.
- Check the inbound forwarding status, then send a test email from an external account.
- Open the resulting Support conversation, reply, and confirm delivery to the original sender.
DNS verification and inbound forwarding are separate setup steps. If a message is missing, check the forwarding destination and received email activity. If replies use an unexpected sender, check the sender-domain verification status.