Enable Support Desk, choose how customer emails reach it, verify your own domain, and configure the signature, mute list and daily summary.
Support Desk is configured on the Support Desk tab of the project settings (Projects → your project → Support Desk). You need the Owner or Administrator role to change it. Save the project to apply the changes.
Note: The tab gives you your Support Desk address only after the project is saved. If you see "Save the project first", save once and reopen the tab.
1. Enable it
Tick Enable Support Desk. If your free trial is over and there is no subscription, the switch will not stay on — subscribe first (see pricing). Until you enable it, the Support Desk page in the menu shows an introduction instead of the inbox.
The first time you open the inbox, web2wave adds a demo conversation from [email protected] so a new desk is not empty. You can reply, add notes, and try templates in it — nothing is ever emailed, and it never appears in analytics or triggers automations. Close it when you are done.
2. Choose how customers' emails reach you
Pick one Setup method. They are alternatives; you can also use more than one at the same time.
Shared Support Domain (quickest)
Your project's Support Desk address looks like [email protected]. Use it as the Reply-To of the emails you already send (receipts, quiz emails, sequences). The email still goes out from your domain, but when the customer hits Reply, the answer lands in Support Desk.
The Insert into Reply-To button copies the address into Project → Emails → Reply-To for you; save the project to apply it. No DNS changes are needed.
Custom email on your own domain
Receive mail at an address like [email protected].
- Enter the address in Custom Support Desk email and save the project.
- web2wave adds the domain to the mail provider and shows the DNS records to create (MX and DKIM). Add them at your DNS provider.
- Click Check DNS Records. Repeat until the domain shows Verified domain. DNS changes can take from a few minutes to a few hours.
Rules to know:
- Use a dedicated subdomain such as
support.yourdomain.com. A domain cannot receive regular mailbox mail and Support Desk mail at the same time, because the MX record decides where all mail goes. - Mail sent to the custom address is accepted only after the domain is verified.
- An address can belong to only one enabled project.
- Changing the domain resets its verification.
Forwarding from your mailbox
Keep using your current support mailbox (for example [email protected]) and forward incoming messages to your Support Desk address. In Gmail:
- Make sure Support Desk is enabled and the project is saved — Gmail sends a confirmation email to the Support Desk address, and it only arrives once the inbox is active.
- Settings → See all settings → Forwarding and POP/IMAP → Add a forwarding address, paste your Support Desk address and confirm.
- Open Support Desk, find the message from Gmail Team, and click the confirmation link (or copy the code into Gmail).
- Back in Gmail, choose Forward a copy of incoming mail to your Support Desk address and save. To forward only support mail, create a filter (for example
To: [email protected]) and select Forward it to the Support Desk address.
In Google Workspace an admin may need to allow automatic forwarding to external addresses.
What customers see
Replies written in Support Desk are sent from the Send emails from address of Project → Emails (with the Reply-To you set there, when sending through Resend). Set that address before you reply — otherwise the reply is refused with an error that says so. The subject becomes Re: <original subject> and the message is threaded under the customer's last email.
3. Reply signature
Reply signature is added under every reply sent from Support Desk, and under automatic messages. Placeholders:
| Placeholder | Becomes |
|---|---|
{agent_name} | Full name of the person who presses Send |
{agent_first_name} | Their first name |
{project_name} | The project title |
A preview under the field shows how it will look for you. Leave it empty to send replies without a signature.
4. Mute emails
Some senders should never take your team's time: no-reply notifications, newsletters, vendors. In Mute emails, list one address or pattern per line, where * stands for any characters:
[email protected]
*@newsletter.example.com
billing@*Muted conversations stay in the database but are hidden everywhere: the inbox, search, analytics, the daily summary, and automatic replies; they also do not start the free trial. Remove a line and the conversations are back. You can also mute the sender of an open conversation with the Mute button in the inbox — their address is added to this list for you. The list holds up to 200 entries.
5. Daily summary
Tick Daily summary of open requests and, every day at 10:00 UTC, the Owner, Administrators and Support Managers of the project get an email with the conversations that still wait for a reply (how many are unread, open and unassigned, and the ten that have waited longest). Nothing is sent on days without open requests.
6. Auto replies
First reply, out-of-hours message, per-request-type replies, follow-up and auto close are configured in the same tab — see Auto replies, follow-ups and auto close.
Checklist
- Project → Emails: Send emails from is set.
- Support Desk tab: enabled, setup method chosen (Reply-To inserted / domain verified / forwarding confirmed), signature written.
- Send yourself a test email to the Support Desk address — it should appear in the inbox shortly.
- Add your team as Support Managers.