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Connect your support email

Bring your support mailbox into Hushdesk in about five minutes. Add the address, forward it to your private Hushdesk address and send a test.

Last updated 2 min read

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Hushdesk receives your support email by forwarding. You keep your address and your mailbox; your mailbox simply sends a copy of every incoming email to a private Hushdesk address. Each email becomes a ticket, and replies you send from Hushdesk go back to the customer by email.

Before you start

  • Who can do this: owners and admins.
  • Plan: all plans.
  • What you need: the support address customers write to, and access to that mailbox's settings (or someone who has it).
  • Time: about five minutes.

Step by step

  1. Open Settings and choose Email under Channels.
  2. Under Connect your support email, type your Support email address, for example support@yourstore.com.
  3. Type the Name on your replies, usually your store name.
  4. Pick the Brand if you have more than one, then press Continue. A message says Address added. Now forward it.
  5. Step 2. Forward it to Hushdesk shows your private forwarding address. Press the copy button next to it.
  6. Under Where is this mailbox?, pick Gmail, Google Workspace, Outlook / Microsoft 365, Zoho Mail, Hostinger or Other, and follow the steps shown.
  7. If your provider sends a confirmation code (Gmail and Zoho do), it appears on the page by itself. Copy it back into your mailbox settings.
  8. In step 3. Check it works, press Send a test email. When it comes back, the step says Forwarding works.
  9. Optional: step 4 lets replies come from your own address. See Send replies from your own domain.
  10. Press Done.

What happens next

Every email that reaches your support address now arrives in your Hushdesk inbox as a ticket. Replies from the same customer thread into the same ticket. See How email threading works.

The Settings > Email list shows the address with a status badge. Finish setup means the test has not arrived yet. Home ticks off Connect your support email once a test or a real email has arrived.

Provider guides

Tips

  • Keep a copy in your own mailbox while forwarding. Every guide includes this step.
  • One support address per brand. For extra addresses such as returns@, forward them to the same forwarding address. See Connect more email addresses.
  • Use the address customers know, never the forwarding address, in your store footer and emails.

Troubleshooting

"Enter the address your customers write to"

The support address is empty or not a valid email.

"Use the address your customers know, not the forwarding address"

You typed a Hushdesk forwarding address as your support address. Type your own address instead.

"Another brand already uses that address"

That address is connected to a different brand in this workspace. Pick that brand, or use another address.

"Pick one of your brands"

The brand you chose no longer exists. Refresh the page and pick again.

"Only owners and admins can change email settings"

Ask an owner or admin to connect the address.

Frequently asked questions

Do my customers need to use a new email address?

No. Customers keep writing to the support address they already know, such as support@yourstore.com. You set your mailbox to forward a copy of every email to a private Hushdesk address, and each message lands in your Hushdesk inbox as a ticket. Nothing changes for your customers.

How long does it take to connect a support email to Hushdesk?

About five minutes. You type your support address, copy the forwarding address Hushdesk gives you, switch on forwarding in your mailbox and send a test. Gmail and Zoho add one step, a confirmation code, which Hushdesk catches and shows on the setup page for you.

Which email providers does Hushdesk have setup guides for?

Gmail, Google Workspace, Outlook and Microsoft 365, Zoho Mail and Hostinger, plus a general guide for any other host, including cPanel. Pick your provider under Where is this mailbox? and the steps on the page change to match, with your addresses already filled in.

Is the forwarding address safe to share?

Treat it like a password. Anyone who knows it could put email into your inbox, which is why Hushdesk only shows it to owners and admins. Use it only in your mailbox's forwarding settings and never publish it on your website or in email signatures.

Can agents connect an email address?

No. Connecting, changing and disconnecting email addresses is limited to owners and admins, and every change is written to the audit log. Agents and viewers can open the Email page, but the form says only owners and admins can connect email, and the forwarding address is hidden from them.

Do I still keep a copy of emails in my own mailbox?

Yes, if you choose to. Every guide tells you to keep a copy in your mailbox while forwarding. That way nothing is lost if you ever stop using Hushdesk, and you can still search the original mailbox. Answer from Hushdesk, though, so replies thread into the right ticket.

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