Set up one support channel and test the complete path from a customer's request to your team's reply.
Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
Set up one support channel and test the complete path from a customer's request to your team's reply.
Connect a channel
- Email: open Settings → Channels → Email. Configure the customer-facing support address and forward inbound mail to the destination shown under Support email.
- Slack: open Settings → Channels → Slack. Connect the workspace, choose a support channel, and select its message capture mode.
- Widget: configure your widget, install it in your application, and identify a test user before testing a support conversation.
Verify the inbox
- Send a new request through the channel using an account you control.
- Open Support and find the conversation.
- Assign it to the teammate responsible for the response.
- Reply in the conversation and confirm the customer receives the reply in the original channel.
- Set the conversation's status to match its next step, then mark it Done when resolved.
Configure the team's process
Create labels for reusable categories, saved views for team queues, and tiers with the response targets you need. Configure Settings → Auto-responses for an acknowledgement and Settings → Workflows for repeatable routing or follow-up actions.
Add automation after the manual reply path works. Test each rule with a controlled conversation before relying on it for customer requests.