Choose the inbox arrangement that fits how the team answers requests. One support team may want a central inbox; separate departments may prefer project inboxes.
Your organization must have Help Desk enabled, and you need permission to manage it. If incoming email is not configured, a Start Testing administrator must connect that service before you can enable email support.
Choose the layout
- Open Help desk.
- Under How would you like to organize support?, choose Central helpdesk or Project-based helpdesk.
- Select Save help desk settings.
- For project-based support, open each project's Help desk tab to configure its address.
Central mode brings accessible requests together. Project-based mode gives each project its own inbox. Changing modes preserves existing tickets, but switching to project mode disables the central email address. Check the impact on existing conversations before changing a layout already in use.
Enable email and test it
- In the appropriate desk settings, choose Enable central email support or Enable email support for this project.
- Choose the Support address option and save.
- Copy the generated address.
- Send a test email from an address you control.
- Refresh the inbox and confirm the ticket and reply flow work.
To receive through an existing company mailbox, choose Use a company support address and enter Your company support email. Then configure your email provider to deliver to the displayed Start Testing delivery address while preserving the original sender.
Entering a mailbox here does not configure or verify that provider. It also does not establish permission to send from an unverified company domain. Test the complete route before publishing the address.