Connect your support email

Route your support@ address into the same inbox as chat so email and chat conversations are handled in one place.

Updated August 7, 2026

Most businesses arrive with a support@ or hello@ address already in use. Connecting it means email and chat stop being two separate systems with two separate backlogs.

Why bother

The failure mode of running them separately is familiar: a customer chats on Monday, emails a follow-up on Wednesday, and gets a reply from somebody who has no idea about Monday. Once both channels land in the same inbox, the history travels with the customer.

It also removes the “who is watching the inbox?” problem — email becomes a ticket with an owner rather than a message in a shared mailbox that three people have half-read.

Setting it up

From the dashboard, add your support address in the email settings and follow the verification step. What you are doing in practice is forwarding mail sent to your address into EasyChatDesk, and authorising outbound replies to be sent as that address.

Two things to get right:

  1. Forwarding. Set your mail provider to forward [email protected] into the address EasyChatDesk gives you. Test it by sending a message from a personal account and confirming the ticket appears.
  2. Sending. Replies should go out as your address, not ours, so customers can reply normally and threads stay intact. Depending on your DNS setup you may need to add SPF or DKIM records so replies do not land in spam — your DNS provider’s documentation covers the specifics for your domain.

Verify before you rely on it

Send a real test from an external address, reply from the desk, then reply again from the customer side. You are checking three things:

  • The inbound message becomes a ticket
  • Your reply arrives, from the right address, not in spam
  • The customer’s reply attaches to the same ticket rather than opening a new one

That third one is the one that catches misconfigurations.

Offline chat messages

When no agent is online, the widget takes a message. Make sure those land in the same place — an offline message that goes nowhere is worse than a widget that was never installed. See customise the widget.

Next: custom forms.

Previous Tickets and the help desk Next Custom forms

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