We offer email integration with Gmail & Outlook.
Gmail/Google Workspace
- Select Admin > Email from the left-hand-side navigation
- Click on + Email Address
- Choose Gmail/Google Workspace
- Choose the email address from which you wish to receive emails in SupportBee
- Input your password
- Select all permissions and click Allow to permit SupportBee to access your emails
The email address has now been added under Admin > Emails.
In the future, any email sent to the added email address will be automatically available in SupportBee. For example, if you added [email protected] under Admin > Emails, any email sent to that address will be automatically available in your SupportBee account.
Microsoft Outlook/Office 365
- Select Admin > Email from the left-hand-side navigation
- Click on + Email Address
- Choose Microsoft Outlook / Office 365
- Choose an email account or add one from which you would like to receive emails
- Follow the instructions in the form
When you are done, your address will be available under Admin > Emails in SupportBee. Any email sent to that address will be automatically available as tickets in SupportBee.
Adding multiple email addresses
SupportBee supports unlimited email inboxes on all plans. You can connect as many email addresses as you need - one for each brand, department, product, or region your team supports. Simply repeat the steps above for each email address you want to connect.
Each email address can have its own auto-responder and signature, so replies from each address carry the appropriate branding. The receiving email address is displayed on each ticket, so agents can see which inbox the customer contacted.
Automatically routing tickets
You can automatically assign tickets to agents or teams, or add labels based on the email address, subject, body, etc. using filters. For example, tickets to [email protected] can be auto-assigned to your finance team, while tickets to [email protected] get a "support" label.
Reply name settings
You can configure what name shows up as the sender when you reply from SupportBee. Click on the gear icon next to an email address under Admin > Email and choose Settings.
Under the section Reply Name, you can choose whether the agent's name or your company's name shows as the sender.
Forwarding emails from a personal account
Customers may occasionally email one of your agents at their personal address. In this case, the agent can forward these emails to SupportBee, and we will create a ticket on behalf of the customer. However, this will only work if:
- The Fwd: Subject format is in English
- The body of the email contains the customer's email address as 'From: [email protected]' (Outlook/Gmail mobile do not have this)
- The email is forwarded from an email address registered as a user with SupportBee
If any of these requirements is missing, we will generate a comment on the ticket with the error. You can manually change the requester's address by clicking the address listed below the customer name in the ticket's interface.
Migrating from a shared inbox?
If you're currently using a Gmail shared inbox or Google Workspace shared mailbox, SupportBee's email ticketing system offers a more powerful alternative with collision detection, ticket assignment, and team collaboration features.