Forwarding your support emails

This is the first step in your setup process. You can have your support emails automatically forwarded to SupportBee from your email client by going through this step. This will help you handle all your emails using the powerful features that SupportBee offers.

How do I forward my support emails to SupportBee?

To forward your emails to SupportBee, you need to setup a new email address in SupportBee and then setup forwarding to the forwarding address we generate for this email address.

Setting up a New Email Address

  • Select 'Admin' from the upper right menu, then 'Email' from the left hand menu

  • Select 'Setup a New Email Address' and fill in the email address that you want to forward emails from

  • Enter the name that you want your customers to see in the replies and select to use a BCC and Spam filter (if desired)

  • Once you are done, click 'Setup Email Address'. On the next page, copy the forwarding address from the 'Forwarding Your Emails' section

  • You need to forward your emails to this address. The exact steps depend on your email providers. Please see the sections below

Forwarding Emails in Google Apps

  1. Follow the instructions at http://support.google.com/mail/bin/answer.py?hl=en&answer=10957 and use the forwarding address that you copied above
  2. Open your SupportBee and find the forwarding confirmation ticket from Gmail in the tickets page
  3. Click the verification link in that message
  4. This Step is extremely important. The forwarding won't work without this. Go back to your Gmail account and finish the instructions at http://support.google.com/mail/bin/answer.py?hl=en&answer=10957

Forwarding from Office365/Exchange/Outlook

Applies to: Exchange 2016, 2013, 2010

 
Applies To: Outlook Web App for Office 365 Outlook Web App for Office 365 Small BusinessMicrosoft Outlook Web App for Office 365 operated by 21Vianet - Small BusinessOutlook Web App for Office 365 operated by 21Vianet Outlook Web AppOutlook on the web for Exchange Server 2016
 

Applies To: Outlook 2016 Outlook 2013 Outlook 2010 Outlook 2007
 

 

Can I forward emails from more than one email inbox?

Yes, just repeat the steps detailed above. You can generate a new forwarding address for each email address that you want to forward to SupportBee.

Can I automatically assign tickets to agents/group based on the email?

Yes! You can automatically assign tickets to agents/groups or add labels (or both) based on the email address, body, subject, etc. using filters. Please see Working With Filters for more help.

When I reply from SupportBee, what name shows up as the sender's?

You can find out the name association with the email address by clicking on the email address in 'Admin', 'Email', select 'Update the Basics'. Select to use a company name in your support replies, or the replying agents name for personalizing.

Can I setup an Auto Responder for new tickets?

Yes, please see our page on Setting up an Auto Responder.

Can I forward emails received at a personal account to SupportBee?

Customers may occasionally email one of your agents at their personal support address. In this case the agent can forward these emails to SupportBee, and we will create a ticket on behalf of the customer. However, this will only work if:

  1. There is a Fwd: Subject format (in English)
  2. The body of the email contains the customer's email address as 'From: customer@example.com' (Outlook/Gmail mobile do not have this)
  3. The email is forwarded from a registered email address

If one or all of these requirements is missing, we will generate a comment on the ticket with the error.

If this occurs, you will need to manually change the requester address by clicking the address listed beneath the customer name/avatar in the right hand corner of the ticket.

Note that the customer name will not update until the next reply by the customer. Until then the customer name will continue to show as the forwarding agent.

Can I selectively forward my support emails?

Yes, you can use the filters in your email client to selectively forward tickets. This is useful in cases where support tickets might arrive at a personal address, or when you have a number of emails arriving at the address that are not relevant to support and do not want them counted against your ticket limit. In these cases, setup your email client to filter the emails prior to forwarding. You can go here to see instructions on using Gmail filters. For other clients, see the support documentation for that client.

Note that this can be useful to prevent an abundance of trash and spam emails from reaching your SupportBee.