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Connecting your support email

Email is Richpanel’s primary support channel. 

Once you set up your Richpanel account, you get a default email address: ‘support@yourbrandname.customerdesk.io’. You can start sending emails from Richpanel with this email without any additional setup.

However, we strongly recommend that you add your company’s support email accounts to Richpanel so that you can receive and respond to the support emails from the Richpanel inbox itself.

Here’s how to connect emails with Richpanel:

1. Go to the menu Customer Channels and then Email.

2. Click Add an email.

3. Once you click on the Add an Email, you will see a form on the screen as shown below.

Now, select the Brand (if you are using multiple brands) for which you are connecting the email.

From name – The from name that customers will see when they receive emails from you. See the example below.

Email address – Put the support email address which you want to connect.

Click Done.

Once you click done you will get the email forwarding address and the DNS Records on the next screen. You will need these for the following steps.

Step-1: Set up email forwarding

Once you have got your email forwarding address, the first step will be to set up the email forwarding from your support email to Richpanel mailbox.

Richpanel supports email forwarding from all the different email providers. Find your email client from the list below and click through for the step-by-step guide on how to set up the forwarding:

Forward email from Gmail

Forward email from Yahoo

Forward email from Outlook.com / Office365

Forward email from your host

Forward email from Shopify

Now, if your email is hosted with email services like Gmail, Yahoo, Outlook etc. then you don’t have to worry about the next step. You have successfully connected your email with Richpanel. Now, send a test email to your connected email id to see if it appears in the Richpanel inbox.

However, if your email is self-hosted, you need to follow the second step below to complete the connection.

Step-2: Update DNS record

First, you need to update the DNS records (CNAME & TXT) in the DNS settings of your email provider to verify the domain ownership.

Click on the Show DNS records button to view the CNAME & TXT records.

Copy these DNS records to update the DNS in your domain provider. This process of DNS updating varies depending on your host’s platform, so we’ve collected links below to the setup instructions for some of the major ones. If your domain provider is not listed here, please search for “DNS records’ in the knowledge base of your provider or get in touch with their support.













Test your email connection: Once you have completed the DNS setup, send a test email to your connected email id and vice versa to confirm that the email is successfully connected with your Richpanel inbox.


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