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Forward emails to support channel

By Stefan
March 16, 2023

Sometimes, customers bypass your official support channel and send messages directly to your agents via email. This can create confusion as these messages end up in the agents' email clients instead of your centralized support platform, HelpSpace. To streamline your support process and ensure these messages are properly handled, follow the steps below:

Option 1: Forward and Add "Reply to"

We highly recommend this approach for effective customer message management.

Here's how to do it:

  1. Open the customer's message in your email client.

  2. Click the "Forward" option.

  3. In the "To" field, enter the email address of your inbound support channel.

  4. In the "Reply to" field, enter the email address of the customer.

  5. Click "Send."

By following these steps, the customer's message will now appear in HelpSpace as if it were sent directly by the customer, making it easier to manage and respond to.

Please note that Gmail does not support changing the "Reply to" field individually for an email.

Option 2: Forward

While this option is quicker and simpler, it may be less reliable due to variations in email client implementations. If you choose this method, please be aware of the following considerations:
The email address used for forwarding must be assigned to one of your HelpSpace agents.

Here's how to do it:

  1. Open the customer's email in your client.

  2. Use the standard "Forward" feature without changing the "Reply to" field.

Please note that the success of this method may vary depending on the email provider and client being used.

Supported Email Clients

Currently, we offer support for the following email clients in both English and German:

  • Gmail

  • Microsoft Outlook

  • Apple Mail

  • Spark

By implementing these steps, you can ensure that customer messages sent directly to agents are seamlessly integrated into HelpSpace, enhancing the efficiency of your support operations and improving customer satisfaction.

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