Manage multiple email addresses

HelpDesk.com ticketing is available in Text App. Use this guide to connect and organize multiple customer-facing email addresses, such as support@your-company.com, sales@your-company.com, and billing@your-company.com, in one Text workspace.

This article focuses on assigning different email addresses to the teams that should handle them. If you are setting up your first email channel, custom domain, or reply address, see Set up the custom domain, forwarding address, and reply address.

For a new setup, use the Text App workflow. If you still work in the previous HelpDesk.com interface, use the previous workflow instead:

• Manage multiple email addresses in the Text App

• Use the previous HelpDesk.com workflow

How to manage multiple email addresses in the Text App

You can connect multiple customer-facing email addresses to one Text workspace. For example, messages sent to sales@your-company.com and support@your-company.com can become tickets that your teams manage in the same Text Inbox.

Plan how email addresses map to teams

Before connecting the addresses, decide which ticketing team should receive messages from each mailbox. For example:

• support@your-company.com → Support: Product and account questions

• sales@your-company.com → Sales: Pre-sales questions

• billing@your-company.com → Billing: Payments and invoices

Create any missing ticketing teams before adding the forwarding addresses:

1. In the Text App, go to Team → Teams.

2. Select New team, then choose Ticketing team.

3. Enter the team name, add teammates, and choose the customer-facing display name and reply address.

4. Select Create team.

See Teams management for more information about ticketing teams.

Add and assign each email address

Text uses forwarding addresses to receive messages from your email provider. Text creates a default forwarding address for you.

To keep incoming messages assigned to the right team, create and assign a Text forwarding address for each customer-facing mailbox you want to manage separately. The number of forwarding addresses available depends on your Text plan.

1. In the Text App, go to Settings → Channels → Email.

2. Open Forwarding addresses.

3. Select New forwarding address.

4. Choose the ticketing team that should receive messages sent through this forwarding address.

5. Save the forwarding address.

6. In your email provider, forward messages from your customer-facing mailbox to the Text forwarding address.

7. Repeat the setup for the other email addresses you want to connect.

Use the setup guide linked above for the complete forwarding procedure, including provider-specific instructions.

Check your setup

Test every customer-facing email address separately:

• Send a message to each address you connected.

• Confirm that every message appears as a new ticket under Inbox → Tickets.

• Confirm that each ticket is assigned to the intended ticketing team.

• Reply to each test ticket and check the display name and reply address shown in the recipient’s inbox.

How to manage multiple email addresses with the previous HelpDesk.com workflow

The instructions below apply if you still use the previous HelpDesk.com interface. The complete previous workflow remains available, including the main-inbox and custom-inbox options.

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 the main inbox

Take a look at our tutorials to learn how to set up forwarding from your current inbox to HelpDesk. Choose your current email provider and follow the step-by-step guides. You have to repeat these steps for each email address you want to redirect to HelpDesk.

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

Create custom inboxes

Another way to manage multiple email addresses is to create separate HelpDesk inboxes for each email address. With multiple inboxes, different teams (sales, support, etc.) can use separate inboxes but still work in one application. Learn how to create teams and find out how to create inboxes for them.

After completing the inbox setup, you can create automation rules. You can create different rules for your teams and inboxes. Rules automate your work and streamline ticketing processes. Check out how to create rules.