Email Support

Email Support

*How your support inbox turns into tickets, automatically.*

No mailbox to set up

TikitDesk gives you a ready-to-use inbound email address — there's no IMAP or SMTP connection to configure, and no separate mailbox to check. Find your address under Company Settings → Organization → Email Support Inbox.

Using your own support@ address

You don't have to give out the TikitDesk address directly. Forward your existing support@yourcompany.com to your TikitDesk inbound address instead, and everything keeps arriving at the address your clients already know.

What happens when a client emails you

TikitDesk automatically turns the email into a new ticket — subject becomes the title, body becomes the description, and any attachments come with it. If it's a reply to an existing ticket thread, it's added as a reply on that ticket instead of creating a new one.

How it tells the difference: every outbound TikitDesk email carries a unique reply-to address tied to that specific ticket. Replying — from the client's own inbox, no login needed — keeps the conversation on the right ticket automatically. A brand-new email (not a reply) always starts a new ticket, even from someone who already has other open tickets with you.

If two people from the same client email separately

Each starts its own ticket — TikitDesk doesn't try to guess that two different messages from the same company belong together unless one is an actual reply to the other.

Deliverability — nothing to configure

Outbound email is sent from TikitDesk's own infrastructure, so SPF/DKIM setup is handled at the platform level — nothing you need to configure on your end.

If a client says your emails are going to spam

Ask them to check their spam/junk folder first and mark TikitDesk as "not spam" — that alone resolves it most of the time. If it keeps happening, see the Troubleshooting Guide.

If an email doesn't turn into a ticket

Check, in order:

• Your Email Support Inbox address (Company Settings → Organization) — confirm it's the one you're actually forwarding to.
• Forwarding setup on your own domain/mailbox — a forwarding rule that's disabled or misconfigured is the most common cause.
• The sender's company/account status — an expired trial or suspended account can affect whether new tickets are accepted.

See the Troubleshooting Guide for more detail if the issue continues.