# Set up support email

> Sending domain, support address, forwarding, a test email, and the texts of ticket emails.

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](/settings/company/).

## 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.