SupportBee supports unlimited email addresses on all plans. You can connect multiple addresses for different departments, brands, products, or regions. This article covers how to manage those addresses after the initial setup.
For connecting a new email address, see connecting your email inbox.
Viewing your connected addresses
To see all email addresses connected to your SupportBee account:
- Go to Admin > Email
- Each connected address is listed with its current status (connected or disconnected)
Removing an email address
To remove an email address from your SupportBee account:
- Go to Admin > Email
- Find the email address you want to remove
- Click the gear icon on its card
- Select Delete from the menu
Removing an email address stops SupportBee from receiving new tickets at that address. Existing tickets that were received on that address are not deleted - they remain in your account.
Using group email addresses and aliases
You can connect a group email address (such as a Google Groups address or a shared mailbox) to SupportBee. The setup process is the same as connecting a regular email address. Emails sent to the group address will create tickets in SupportBee.
Email aliases can also be used if your email provider supports them. As long as the alias delivers to an inbox that SupportBee is connected to, emails to the alias will appear as tickets.
SupportBee forwarding addresses
When you connect an email address using email forwarding (rather than the native Gmail or Outlook integration), SupportBee provides a unique forwarding address that you configure in your email provider. This address is shown under Admin > Email on the card for that address.
The forwarding address is automatically generated and cannot be customized. It is used only to receive incoming emails - replies are sent from your actual email address via SMTP or the native integration.
Changing an email address
If you need to change the email address you use for support (for example, switching from one domain to another):
- Connect the new email address under Admin > Email
- Configure the new address with the appropriate auto-responder, signature, and SMTP settings if needed
- Update any filters that reference the old address
- Once you have confirmed the new address is working, remove the old address
There is no automatic migration between addresses - tickets received on the old address stay associated with it, and new tickets will come in on the new address.
Email address in use by another account
Each email address can only be connected to one SupportBee account at a time. If you see an error that the address is already in use, it may be connected to a different SupportBee account (for example, an old trial account). Contact SupportBee support to have the address released from the other account.
Identifying which address received a ticket
Each ticket in SupportBee displays the email address it was received on. This is visible below the ticket subject line. You can also use filters to automatically label or route tickets based on the receiving address.