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Connecting emails

Email is Richpanel’s primary support channel. With no setup required, your team can immediately start communicating with your customers using the default Richpanel support email address: ‘support@yourcompany.customerdesk.io’.

At any point, you can add more email aliases to your Richpanel domain, which you can use for particular teams or types of support conversations. You can also enable Richpanel to send and receive messages using addresses at external domains.

How it works

When you get started with Richpanel, you start out with a default support email address – ‘support@yourcompany.customerdesk.io’ – which you can start using right away. Any email that arrives at that address is automatically converted into a new conversation or added to an existing conversation. With no setup required, you can start sending and receiving support emails from that address right away.

But what if you want to use different addresses for sales or billing? Or, what if you want to use email addresses from your own domain? With a little setup, Richpanel can handle all that, too.

To add multiple email addresses to your Richpanel help desk, you have two paths available:

You can use your @yourcompany.customerdesk.io domain and spin up as many additional email addresses as you like.

You can forward emails from your external domain – i.e., support@yourcompany.com – into Richpanel, and add them as email channels. This requires a little bit of extra setup, but will let you send and receive messages using your external email addresses from within Richpanel.

Adding an email

You can add as many email address at your Richpanel domain as you like. All you need to do is type in the new address — e.g. ‘sales@yourcompany.customerdesk.io’ — and you’ll be all set.

To add an email address at a different domain — e.g. ‘support@yourcompany.com’ — you’ll need to forward to your default support address first. Then set up SPF and DKIM for spam protection.

To add a new email address:

  • Sign into Richpanel and go to the to the ‘Service cloud’ section.
  • Under the ‘Channels’ heading, click the Email link. Here you’ll see a list of email addresses that have already been added to Richpanel.
  • Click the New address button to add another address.

NOTE: Remember, if you’re adding an external email address, you’ll need to set it to forward to your default Richpanel address, ‘support@yourcompany.customerdesk.io’.

  • In the Address field, enter the email you want to send or receive from.
Adding an email view
  • From the domain dropdown, you can select which domain the email address is associated with.
  • Click the ‘Save’ button to add your new address.

Protection from spam filters

When using external email addresses from Richpanel, there are several steps you can take to ensure that your messages don’t get caught in your customers’ spam filters. We strongly recommend setting up two authentication tools on your email server to ensure that your emails are delivered successfully: SPF and DKIM. Below, we’ll walk you through how to add and configure each one.

Set up custom domain
Navigate to Settings->Account->Brand. Here you’ll see the option of adding a custom domain name. Once you enter a custom domain name and hit save. Richpanel will generate SPF and DKIM records which need to be configured with your Domain Name Provider.

Add DKIM protection
Once you enter your custom domain as described in the step above. You’ll see an option called DNS config next to your custom domain.Click DNS ConfigThis will open a popup with a text recordCheck the box called ‘Use DKIM to authenticate emails’ and hit saveAdd these records in your DNS recordsFrom here, we recommend you wait 24 hours, to allow your updated DNS records to propagate. If you enable DKIM in Richpanel before the changes have gone into effect, your emails may not send correctly.To check if the changes have propagated correctly. Navigate to ‘Settings->Account->Brand->Check DNS Config’. And check the status column.

Add SPF protection
SPF (Sender Policy Framework) is an anti-spam technique used by some modern email services to ensure the email they are receiving is really coming from your email server. To enable it, you’ll need to add an entry or two to your domain’s DNS (Domain Name Service) records. This will tell your customers’ email servers that the emails they’re getting are legit. The specific steps to set up SPF will vary depending on your host, but we’ll go through the overall process, below.

To enable SPF protection:Sign in to the DNS provider for your domain.Open your DNS records for editing.We’ll need to add Richpanel to the list of approved senders, which we’ll do one of two ways, depending on your needs:
Option 1: If you’re only going to be using this email address via Richpanel, then add a new TXT record that says:

 [yourcompany].com. IN TXT "v=spf1 mx include:email1.customerdesk.io ~all"
Option 2:
If you’re you’re going to be using this email address to send mail outside of Richpanel also, add a new TXT record that says:[yourcompany].com. IN TXT "v=spf1 mx ip4:[IP address]
include:email1.customerdesk.io ~all"

NOTE: You’ll need to replace the ‘[yourcompany]’ with your domain name and ‘[IP address]’ with the IP address for your mail server.Save your changes.After updating your DNS records, it may take up to 24 hours for your changes to take effect. Once they have, you SPF will be enabled.

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