DeskCrew

Turn your support email into tickets (email forwarding)

Turn your existing support email into DeskCrew tickets. When someone emails [email protected] (or any address you choose), it becomes a ticket in your inbox, the AI drafts a reply grounded in your knowledge base, and you approve it. It works with any email provider, and you only make a forwarding change.

On Pro and above. Email-to-ticket is included on the Pro, Team, and Agency plans (and during your free trial). On the Free plan the Install page shows an upgrade option instead. Everything below works the same on any paid plan.

Your inbox address

Open Dashboard → Install and find "Turn your support email into tickets." You'll see your inbox address, which looks like:

[email protected]

You forward your support address to this. Whatever address a customer wrote to, it becomes a ticket in your workspace. You can rename the handle on that page to anything you like (2 to 40 lowercase letters, numbers, or hyphens), and copy the address with one click.

Forward your support email (pick your provider)

Everywhere below, INBOX = your [email protected] address from the Install page.

Gmail (personal):

  1. Settings → See all settings → Forwarding and POP/IMAP → Add a forwarding address.
  2. Enter INBOX and Save. Gmail sends a confirmation.
  3. The confirmation lands as a ticket in your DeskCrew inbox. Open it and click the link.
  4. Back in Gmail, choose "Forward a copy of incoming mail to" INBOX.

Google Workspace: each mailbox can use the Gmail steps above, or an admin can add a routing rule (Admin console → Apps → Google Workspace → Gmail → Routing) forwarding to INBOX.

Microsoft 365 / Outlook:

  1. Mail → Settings → Rules → Add new rule.
  2. Condition: Apply to all messages (or To = your support address).
  3. Action: Forward to INBOX. Save.

cPanel / most web hosts: Email → Forwarders → Add Forwarder → address to forward [email protected], destination INBOX → Save.

Cloudflare: Email → Email Routing → Routing rules → create a custom address for [email protected] → Send to a destination = INBOX. Verify the destination once (the verification email lands here as a ticket). Keep any catch-all as is; specific rules win.

The verification email

Most providers send a one-time confirmation to prove you own the destination. Good news: that email arrives as a ticket in your DeskCrew inbox, so you just open the ticket and click the link. No need to dig through logs.

How it works once it's connected

Every forwarded email opens a ticket. If your knowledge base covers the question, the AI drafts a reply grounded in your own articles and waits for your approval. If it does not, the ticket is yours to answer. Replies thread back to the customer by email. The more you publish to your knowledge base, the more the AI can answer on its own.

Multiple addresses and multiple sites

Forward as many addresses as you like to the same inbox address (support@, hello@, sales@) and they all land in that workspace. Running more than one site? Create a workspace per site, each with its own inbox address, and forward each site's support email to its own workspace.

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