Configuring support email
Set the name customers see and where new requests are emailed.
Open Settings → Email & notifications. Three fields matter:
- Name customers see — sender name on outgoing Desk mail (for example “Acme Support”).
- Public support address — the address you publish for customers on your help center.
- Where new requests are emailed — your team is notified here when a customer sends a request or replies.
Customers who reply to a ticket email write back to a private Desk address for that request, not your notify inbox.
Customers mailing the public support address directly still land in that mailbox. Desk does not turn those messages into tickets.
Send from your own domain
By default, ticket email comes from the Orstrax Desk address with your support name. To send from your own address instead, open Send from your domain on the same page and enter a mailbox and domain, such as support@help.yourcompany.com.
- Use a subdomain you don’t already receive email on, so your existing inbox isn’t affected.
- Desk lists the DNS records to add. If your domain’s DNS is hosted with Desk’s provider, the records are added for you.
- Until the records verify, ticket email keeps going out from the Orstrax Desk address, so nothing stops sending.
- Once verified, ticket email comes from your address and customer replies come back to the same domain and land on the ticket.
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