Set up your support email

Forward customer email into Threads, verify your sending domain, and test inbound and outbound delivery.

Updated

Connect a customer-facing email address so messages arrive in Threads and your replies are sent from the same address.

You need workspace admin access, access to your email provider's forwarding settings, and permission to edit DNS records for your domain.

1. Add your support address

  1. Open Settings → Email.
  2. Enter the address customers use, such as support@example.com.
  3. Add an optional sender name.
  4. Select Save.

Protodesk then provides a unique forwarding address for your workspace.

2. Forward incoming mail

Copy the forwarding address from Protodesk and create a forwarding rule in your email provider. Forward messages sent to your customer-facing support address to the Protodesk address.

The exact menu name depends on your provider. In Gmail, forwarding is under Settings → See all settings → Forwarding and POP/IMAP. In Microsoft Outlook, it is under Settings → Mail → Forwarding.

Return to Protodesk and select Test & verify forwarding. Delivery can take a short time, so wait for the check to finish before changing the rule again.

3. Verify your domain

Add the DNS records shown in Protodesk at your DNS provider. These records authorize Protodesk to send replies from your domain.

DNS changes are not always immediate. Protodesk checks the records automatically, and you can also select Check now after your provider has published them.

flowchart LR
  Customer[Customer email] --> Address[Your support address]
  Address --> Forward[Protodesk forwarding address]
  Forward --> Threads[Threads]
  Threads --> Reply[Teammate reply]
  Reply --> Customer

4. Enable and test email

When forwarding and DNS verification are complete, enable email for the workspace and send a test message. Confirm both directions:

  • A message sent to your support address appears in Threads.
  • A reply sent from Threads reaches the original sender.

If the inbound message does not appear, review the forwarding rule first. If replies fail, review the DNS status and make sure email is enabled in Protodesk.

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