Connecting a Support Email Address

A support email address connects an operational mailbox to the Helpdesk so customer messages can be handled as tickets.

Before connecting the mailbox

Confirm that you have the required mailbox credentials and server information.

Depending on the provider, configuration may include:

• incoming mail settings
• outgoing SMTP settings
• security mode
• username
• password or application credential
• sender information

Configure the address

1. Open the relevant email or channel settings.
2. Add the support email address.
3. Enter the required connection settings.
4. Test the connection where a test option is available.
5. Save the configuration.
6. Send a controlled test message.

Validate both directions

Confirm that the incoming message appears correctly in the Helpdesk and that an agent reply is delivered to the test recipient.

Good practices

Use secure credentials, restrict access to mailbox configuration, and rotate credentials when compromise is suspected.