Managing multiple email addresses in HelpDesk

Aneta Szotek
2 min read
updated: Oct 23, 2019

If you use multiple email addresses to contact your customers, you can redirect them to HelpDesk and manage all incoming messages in one place.

How to redirect multiple email addresses to HelpDesk

You can forward messages from multiple email addresses (sales@your-company.com, support@your-company.com, etc.) to one HelpDesk account. There are two ways to achieve this result.

Use main inbox

Take a look at our tutorials to learn how to set up forwarding from your current mailbox to HelpDesk. Choose your current email provider and follow the step-by-step guides. Repeat these steps for each email address you’d like to redirect to HelpDesk.

This feature is available on all plans (Starter, Team, Enterprise).

If you use the main inbox, all messages will appear in HelpDesk as unassigned tickets.
If you use the main inbox, all messages will appear in HelpDesk as unassigned tickets.

Create custom inboxes with automated rules

Another way to manage multiple email addresses is to create separate HelpDesk inboxes. You can find a step-by-step guide below. With multiple inboxes, different teams (sales, support, etc.) can use one application but work with separate inboxes and workflows. Learn more about teams in HelpDesk.

This feature is available on Team and Enterprise plans.

With this setup, you can create automated assignment rules (teams/agents) for different inboxes.
With this setup, you can create automated assignment rules (teams/agents) for different inboxes.

How to create a new Inbox

Go to Settings > Mailboxes > Forwarding. Click “Add new Inbox”.

Add new inbox in HelpDesk

Enter the Inbox name. You can automatically assign the incoming messages to a specific team or agent. Click “Add Inbox”.

Adding inbox properties in Helpdesk

Your new Inbox address will appear on the Inbox list. You can use it to set up forwarding for a specific email address.

New inbox added in HelpDesk

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