Add alternate email and BCC addresses

Use alternate addresses when several customer-facing email addresses should feed the same Protodesk workspace. Use BCC addresses when an archive or compliance mailbox needs a copy of every outbound reply.

Both settings require workspace admin access.

Add an alternate email address

1. Open Settings → Email.
2. Find Alternate emails.
3. Select Add email.
4. Enter the additional address and select Add.
5. In your email provider, forward that address to the same Protodesk forwarding address used by the main support address.
6. Send a test message to the alternate address and confirm that it appears in Threads.

Alternate addresses must use the same domain as the main customer service address. You can add up to 24. Each address needs its own forwarding rule; adding it in Protodesk does not change your provider automatically.

Examples include help@example.com, hello@example.com, and a product-specific address that should share one support queue.

Removing an alternate address stops Protodesk from accepting that route, but it does not remove the forwarding rule from your provider. Remove or update both sides when retiring an address.

Add a BCC address

1. In Settings → Email, find BCC email addresses.
2. Select Add BCC email.
3. Enter the address that should receive copies.
4. Select Add.

Protodesk adds the configured address as a blind copy on every outbound customer reply. You can add up to five BCC addresses.

[!WARNING]
A BCC mailbox receives customer content. Confirm that the destination is approved for your organization's privacy, retention, and access requirements before enabling it.

Choose the right option

Goal	Use
Receive customer messages sent to another same-domain address	Alternate email
Keep a copy of every reply sent by teammates	BCC address
Route a different domain into the workspace	A separate verified email setup