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

• {{agentName}} and {{agentAlias}} 👤 The agent who sent the reply, under their real name or the alias they work under.
• {{agentJobTitle}} 💼 Their title.
• {{teamName}} 🏢 Your company name.
• {{logo}} 🖼 The logo you upload on the same page.

The signature is translatable, so each market gets it in its own language rather than a Danish sign-off under an English reply. 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.

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.

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 that email is enabled under Settings → 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.