Set up support email

Support email has two halves: sending (replies go out from your own address) and receiving (emails to your support address become tickets). Both are set up under Settings › Email settings › Support (organization admins).

The Channels tab of Support settings shows where you are: the Email card shows Sending and Receiving once each is done, and Set up email opens Email settings.

1. Verify your sending domain

1. Under Sending domain, enter the domain your team sends email from, like yourcompany.com (without http:// or www.), and click Add domain.
2. You get two DNS records. Sign in where your domain’s DNS is managed and add them:
   • a TXT record with the DKIM host and value,
   • a CNAME record with the Return-Path host and value.
3. Come back and click Verify DNS records. The status changes from Pending DNS to Verified.

Good to know:

• Some DNS providers add your domain to the host automatically. If so, enter only the part before your domain.
• In Cloudflare, set the CNAME to DNS only (grey cloud).

Note

Once your sending domain is verified, the Support tickets health metric switches to Automatic for all your customers. You can change this at any time in Health score settings, or for an individual customer.

2. Set your support address

Under Support inbox:

1. Enter the Sender name customers see, like Acme Support.
2. Enter the Support address. It is on your sending domain: you type the part before the @. Use letters, numbers, dots, dashes or underscores only.
3. Click Save.

3. Forward your support mailbox

Emails reach CustomerCatalyst when your mailbox forwards them. Under Forward your support mailbox to, copy the address and set up forwarding in your mail provider. The screen has steps for Google Workspace / Gmail, Microsoft 365 / Outlook and other providers.

• Gmail sends a confirmation before it forwards. It appears on the screen under “Gmail sent a forwarding confirmation” — click Confirm in Gmail. Some Google accounts send a code instead; it shows up there too.
• Microsoft 365 blocks forwarding to outside addresses by default. Ask your IT admin to allow it for this mailbox in the Microsoft 365 Defender outbound spam policy.

Then click Verify forwarding. CustomerCatalyst sends a test email with a code to your support address. When it comes back through the forwarding, the screen says Forwarding verified. If it says “The test email didn’t reach us”, check the forwarding settings in your mailbox and try again.

4. Send a test email

Under Send a test email, enter your own address and click Send test email to see how an email from your support address arrives. Available once your sending domain is verified.

Email texts

Under Settings › Support settings › Email, set how ticket emails greet, confirm and sign off. You can edit them once your sending domain is verified.

There are two kinds of email:

• Replies — your team’s answers on a ticket.
• Confirmation — the “we’ve got your request” email a customer gets when they open a ticket.

Field	What it does
Greeting	The first line. Use *FIRST_NAME* for the contact’s first name, like Hi *FIRST_NAME*,
Name when unknown	Used for *FIRST_NAME* when the contact’s first name is unknown.
Signature	Replies: shown under the agent’s name. Confirmation: shown at the end.
Message	Confirmation only: the text of the confirmation. Empty uses the default.

Click Save on each tab.

Ticket emails show the logo from Support settings (General › Branding). Without one, they use the logo from Company settings.

Email tracking

The Tracking tab of Email settings has a separate address for logging your customer emails (not tickets): add it as BCC when you send, or forward a customer’s email to it.