When you sign up, initdesk automatically creates a unique support email for your organization — for example: support@your-organization.e.initdesk.com.

initdesk’s shared inbox brings all support email into one place so teammates can triage, reply, and use AI drafts. This guide walks you through the common steps to add a support email and what to verify after connecting it.

Grab your initdesk email

1. In the web app, go to Settings → Inboxes.

2. Copy your initdesk support email address by the field Email Prefix.

Send a test email to your new inbox

Before connecting your existing inbox, send a quick test email to your initdesk address from your usual email client (Gmail, Outlook, etc.).

Then open the ticket in initdesk and reply from there to see how conversations are created and updated in real time.

Tip: This helps you get familiar with the full ticket flow — from an incoming message to an AI-drafted reply.

Set up email forwarding

Once you’re comfortable with how initdesk works, connect your existing support address (for example, support@yourcompany.com).

Set up forwarding in your email provider so every message sent to your usual address is automatically delivered to your initdesk inbox.

Tip: Once forwarding is enabled, your customers keep using the same support email, while initdesk manages the workflow in the background.

Gmail forwarding

For Gmail, follow Google’s official forwarding instructions. (Each email provider has a different setup.)

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If you’re not sure what to configure, scroll to the end of this article and click Open a ticket — we’ll help you get it right.

Edge cases & troubleshooting

• If you don’t see test messages: check the connected email account’s spam/quarantine and any forwarding rules.

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