Set up support and email
Your help desk and email are ready to use immediately. Email sends out of the box with no setup, and tickets, SLAs, and canned responses are pre-configured. The steps below are about customizing them and connecting your own mailboxes.
Email already sends
Out of the box, the platform sends all outbound email — invoices, quotes, password resets, team invites, and notifications — through its built-in mail service. You don’t need to configure anything to start sending. The options below are optional.
1. Connect your own mailbox (optional)
Open Settings → Email. Six channels are ready and enabled (support, billing, sales, and more). Connect a channel to your own mail provider (SMTP or Microsoft 365) if you want email to come from your real mailboxes instead of the built-in sender, then test it.
2. Custom sending domain (optional)
Open Settings → Email → Domains to verify your own domain (SPF and DKIM) for branded “from” addresses and better deliverability.
3. Turn email into tickets (optional)
To have incoming email create support tickets automatically, connect an inbox to a support channel (IMAP). Until you do, you can still create tickets manually inside the platform.
4. Email templates
Open Settings → Email Templates to edit the wording of automatic emails, or reset any template to its default.
5. Ticket categories
Open Settings → Ticket Categories. Categories are ready to use; customize as needed.
6. SLA policies
Open SLA → Policies. Three policies are pre-built, with “Standard Business” as the default. The default SLA is applied to new tickets automatically, so first-response and resolution times are tracked from day one. Review and adjust if needed.
7. Canned responses
A set of reusable reply snippets is ready for your support team. Add your own and remove the ones you don’t need.
8. Customer portal (optional)
Invite contacts (from their contact record) to view their invoices, tickets, and documents.