Get Your Email Into Help Scout

If you are using your own custom email address with Help Scout, you will need to set up forwarding or redirection from your email provider to get that email in to Help Scout. You will be forwarding or redirecting that email to the Help Scout email address you created when you created the mailbox, e.g. support@jg-clothing.helpscoutapp.com. 

In this article

Connect Your Custom Address

Head to Manage > Mailbox(es) and choose the Mailbox you are working with. If you're adding an alias to an existing custom mailbox setup, just copy the Mailbox Address there and head to your provider. If you're connecting a new custom address, click Click Connect it now. If you've previously connected a custom address, you'll see that Connected Email Address with the option to Change it instead.

 Enter the address you'd like to use, and click Send Code

Check your email at your email provider for this address to obtain the code. Enter the code you receive and click Confirm. Then head to your provider to set up the forwarding or redirection to get your email over to us, and you're all set! 

Note: The confirmation code is sent immediately but can take up to 10-15 minutes to arrive, depending on your email provider. If you have not received the code within 15 minutes, check any Spam or Junk Email folders or quarantines your provider may have in place. You may need to reach out to your IT team or email admin to have them add helpscout.com and helpscout.net to your allowed senders or whitelist and try again! 

Help Forwarding or Redirecting From Your Provider

Where is your email today?

How you set up forwarding or redirection will depend on where your email is coming from, so let’s start there:

Forward or redirect from an Email Provider

Forward or redirect from a Host

Importing from Another Help Desk

Other ways to get email into Help Scout

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