How email support works

Email support lets customers write to your existing support address, such as support@acme.com, and turns their emails into requests in Supahelp. Your team replies from the request, and customers receive replies from your support address.

Email support is included in your 14-day free trial and on the Essential plan.

How it works

1. You keep your mailbox. Your support address stays with your current email provider, such as Google Workspace or Microsoft 365.

2. Your mailbox forwards a copy. You set up automatic forwarding so every new email is also sent to a private Supahelp forwarding address.

3. Supahelp creates requests. A new email creates a new request for your chosen intake team, linked to a contact for the sender.

4. Replies stay together. When a customer replies, their email is added to the same request's email conversation.

5. Your team replies from Supahelp. Emails you send from a request come from your support address, using the sender name you set.

What you'll set up

Setup usually takes 15–30 minutes, plus time for DNS changes to take effect.

Who can set it up

Workspace owners and admins. You'll also need access to your domain's DNS settings and your mailbox's forwarding settings, or help from the person who manages them.

Limits

• Up to 5,000 outbound emails per billing period

• Up to 10 attachments per email, up to 25 MB in total

• Supported attachment types: PDF, PNG, JPG, JPEG, WEBP, and TXT

Next step

Follow Connect your support email to get started.