# Set up email for Support Tickets

**Category:** [Help Center](https://help.totalctrl.app/hc/totalctrl/totalctrl-help-center/en-US/categories/help-center)
**Updated:** 2026-10-04

## How email becomes a ticket

Every Support Tickets mailbox has its own inbound address: a long random token, then the inbound mail domain your platform is configured with. The token is around fifty characters of mixed case, digits, hyphens and underscores — it is meant to be unguessable, not memorable, so it looks nothing like a normal address and that is expected. The domain also differs per installation. **Always copy the real address with the copy button on the Settings page** rather than reading it off the screen; a single transcribed character means mail goes nowhere.

Anything sent to that address arrives as a new ticket in the mailbox, and replies from your team go back to the person who wrote in.

You do **not** point your domain's MX records at us. Your support address stays exactly where it is — on Google Workspace, Microsoft 365, or your hosting provider — and you add a **forward** so a copy of each message is also delivered to the inbound address. Nothing about how you send or receive mail changes, and you can undo it by deleting one forwarding rule.
### Find your inbound address

Open **Support Tickets → Settings**, find the mailbox, and copy the address shown under *Emails sent to this address arrive as new tickets in this mailbox*. Each mailbox has a different one — forwarding two support addresses to the same inbound address puts both into one queue, which is usually not what you want.
### Set up the forward

The same Settings panel has a **How to forward your email here** section with step-by-step instructions for Google Workspace, Gmail, Microsoft 365, cPanel-style hosting, and anything else. Pick the tab that matches where your support address lives.
### Check it worked

Send a message to your real support address from an outside account — a personal address, not one inside the same workspace — and watch for it to appear as a ticket. Google Workspace routing can take up to an hour to start; most other providers are immediate.
### If nothing arrives

- **Check the forward is saved and enabled.** Gmail in particular does not forward anything until you click **Save Changes** at the bottom of the settings page.
- **Send from outside.** Some providers skip forwarding for internal mail, so a test from a colleague on the same domain can prove nothing.
- **Confirm the address character for character.** The inbound token is random; a transcribed one is usually a typo.
- **Check the mailbox is active.** An inactive mailbox does not accept mail.
- **Spam and virus verdicts.** A message that fails either is dropped rather than filed, so it will never appear as a ticket.

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## Related Articles

- [Help Center overview](https://help.totalctrl.app/en-US/articles/help-center-overview)
- [How the Help Center to String Manager sync works](https://help.totalctrl.app/en-US/articles/helpcenter-strings-sync-overview)
- [Import articles from JSON](https://help.totalctrl.app/en-US/articles/import-from-json)
- [Syncing and pulling translations](https://help.totalctrl.app/en-US/articles/helpcenter-strings-sync-settings)
- [Forward email from Gmail](https://help.totalctrl.app/en-US/articles/support-email-forwarding-gmail)

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