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Connect more email addresses or disconnect one

Add a support address for each brand, route extra addresses like returns@ through the same forwarding address, rename your sender or disconnect an address.

Last updated 2 min read

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Most stores need one support address. Some have several: one per brand, or extra addresses such as returns@ and wholesale@. This guide covers adding more, renaming the sender and disconnecting an address you no longer use.

Before you start

  • Who can do this: owners and admins.
  • Plan: all plans.
  • What you need: access to each mailbox's forwarding settings.
  • Time: about five minutes per address.

Step by step

Add an address for another brand

  1. Open Settings > Email.
  2. Press Add another address.
  3. Type the Support email address and Name on your replies, and pick the Brand.
  4. Press Continue and set up forwarding as usual. See Connect your support email.

Add extra addresses for the same brand

The page explains: "One support address per brand. Several addresses for one brand (sales@, returns@)? Forward them all to the same forwarding address."

  1. Copy the forwarding address of your main support address.
  2. In each extra mailbox, forward all mail to that same forwarding address.
  3. Send a test email from another account to each extra address.

Rename the sender or disconnect

  1. Open the address under Settings > Email.
  2. To rename, change Name on your replies and press Save. A message confirms Name saved.
  3. To disconnect, press Disconnect at the bottom and confirm: "Emails forwarded to the old address will stop arriving."
  4. Switch off forwarding in your mailbox.

What happens next

Each connected address appears on the Email list as "Brand · replies from …" with a status badge: Receiving with the time of the last email, or Finish setup if no test has arrived. A Domain verified badge shows when replies come from your own address.

After disconnecting, a message confirms Email address disconnected and earlier tickets stay in the inbox.

Tips

  • Use tags or rules to tell extra addresses apart if they share one forwarding address, for example a rule that tags emails mentioning "wholesale".
  • If two brands need fully separate teams and settings, consider separate workspaces. See Create and switch workspaces.

Troubleshooting

"Another brand already uses that address"

An address can belong to one brand only. Disconnect it from the other brand first.

"Enter a name"

Name on your replies cannot be empty.

"That email address is not connected"

Someone disconnected it already. Refresh Settings > Email.

"Only owners and admins can change email settings"

Ask an owner or admin.

Frequently asked questions

Can I connect more than one support email address?

Yes. Each brand in a workspace can have one support address. For extra addresses that belong to the same brand, such as sales@ or returns@, forward them all to the same forwarding address. Every email then lands in the same inbox, while customers keep using whichever address they know.

How do I change the name customers see on replies?

Open the address under Settings, Email, change Name on your replies in step one and press Save. A message confirms Name saved. Replies then go out with the new name, usually your store name or a team name such as Madam Muse Support.

How do I disconnect a support email from Hushdesk?

Open the address under Settings, Email and press Disconnect at the bottom, then confirm. Emails forwarded to the old forwarding address stop arriving. Remember to switch off forwarding in your mailbox too, so your provider stops sending mail to an address that no longer accepts it.

What happens to old tickets when I disconnect an email address?

They stay in your inbox with their full history, and you can still read and search them. Only new email stops arriving. If you connect the address again later, you get a forwarding address to set up again, and the domain checks start over.

Can I change my support address to a new one?

Yes. Add the new address under Settings, Email and set up forwarding for it. Changing to a new address starts the forwarding test and domain checks again for that address. Once the new one works, disconnect the old address if you no longer need it.

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