Email

Two halves, set up separately

Email is the channel people most often think is "one setting", and it is really two. Getting mail in and sending mail out are configured in different places, and each can work while the other does not.

• Receiving 📥 You forward your existing support mailbox to Zuzana. Customers keep writing to the address they always have, and the messages become tickets. See the forwarding guides for Google Workspace and Microsoft 365.
• Sending 📤 Replies go out from your own domain, so they arrive looking like you rather than like a tool. This needs DNS records, set up under Settings → General → Domains. See How to setup your domain.

Note: Do the domain first. If you forward mail before sending is verified, tickets arrive and replies either do not go out or land in spam, which looks like the product is broken when it is really a DNS record away from working.

Signature

Under Settings → Channels → E-mail you write one signature for the whole team, and merge tags fill in the rest per reply.

• {{agentName}} 👤 The agent who sent the reply: their Public Alias when they have set one, otherwise their full name. Older signatures may use {{agentAlias}}, which still works and gives the same name.
• {{agentJobTitle}} 💼 Their title.
• {{teamName}} 🏢 Your company name, or the market's local brand name when it has one.
• {{logo}} 🖼 Your logo, or the market's own logo, uploaded under Settings → General → Account, tab Logos & Avatar.

The signature is translatable and follows the language of the reply, so an English reply never gets a Danish sign-off. The market only decides {{teamName}} and {{logo}}. The From name template works the same way and decides what the recipient sees in their inbox: the agent's name, an alias, your brand, or a combination. For the details, including why a signature can say "Support Agent", see Email signatures, sender addresses, forwarding and CC.

Telling customers when it is the AI

Three disclaimers can be switched on independently, each with its own wording, its own translations, and a choice of whether it sits above or below the message.

• Semi-automated 💬 Shown on AI replies that leave the conversation open.
• Fully automated ✅ Shown on AI replies that close it.
• Translated messages 🌍 Shown when an agent's own reply was machine-translated into the customer's language, so a slightly odd phrasing is not read as carelessness.

Being open about this costs less than you would think. Customers mind a bad answer, not a labelled one.

The autoresponder

The autoresponder sends an automatic acknowledgement when no AI response is generated, so a customer writing at midnight to a question the AI cannot answer still hears something. It has its own merge tags, including the ticket number and the customer's name, so the reply is useful rather than generic.

• First message only 📩 It only answers the customer's first incoming message, and never more than once per ticket.
• Only when nothing was sent 🤐 If a reply already went out, for example from the AI, there is no acknowledgement. An unsent draft does not count as a reply, so the customer still gets it.
• 15-minute cooldown ⏱ An address that got an acknowledgement in the last 15 minutes is skipped, so two automatic systems cannot keep answering each other.
• Your team signature is added ✍️ The signature from the Email Signature tab goes underneath, with your AI Name from Settings → General → AI Voice & Style as the name, or "Support Agent" when none is set. Leave the sign-off out of the autoresponder message, or the customer gets it twice.

It is deliberately the fallback rather than the default. If the AI answers, the customer gets an answer, not a receipt.

Email is also how you reach other people

Two helpdesk features ride on this channel and are worth knowing about before you need them.

• Forward ↪️ Sends the whole correspondence to someone else as a single message.
• Side conversations 🔀 Opens a separate thread with a supplier or carrier while the customer's ticket waits. See Side Conversations.

When mail does not arrive

• Check the forwarding rule in your mail provider first. It is by far the most common cause, and it silently stops when a mailbox is migrated or a rule is edited.
• Check the spam folder of the original mailbox. Mail your provider flags as spam stays there and is never forwarded to Zuzana.
• Check that email is enabled under Settings → Channels → E-mail.
• Check the domain status. A domain that was verified can stop being verified if DNS is changed elsewhere in your company.
• Remember that auto-replies and out-of-office messages from other systems are recognised and handled differently on purpose, so a missing "ticket" is sometimes a message that was never a customer request.