Setting Up Email as a Support Channel

When you create a new account in SparrowDesk, the system automatically sets up a SparrowDesk-managed email address for that brand—like [email protected]

This lets you start handling customer support emails right away, without needing to configure your own domain. You can always replace this with your existing support email later.

How Email Works

Any message sent to the email becomes a ticket in your brand’s inbox.

Replies come from the same address

When your team replies to that ticket, SparrowDesk sends the response from the same email that originally received the message—ensuring consistency for your customer.

Try It Out

You can test your support flow right away:

• Go to Settings → Email
• Copy the SparrowDesk-owned email address

Send yourself a quick test

• Email anything (even just "Hello") to the copied address
• Go to Inbox—your message will appear instantly as a new ticket

Add Your Existing Support Address

Want to send replies from your own email address instead?

You can easily switch:

1. Go to Settings → Email
2. Click Add Email Address
3. Choose how you want to connect your existing email address
4. 1. Email forwarding
   2. Google Authentication
   3. SMTP IMAP
4. Once verified, click Make Primary

The original SparrowDesk address remains active in the background as a backup.

What If the Ticket Didn’t Start by Email?

Not all tickets come in via email. If a ticket is:

• Created manually by an agent (using New Ticket)
• Submitted through a form
• Started via Live Chat

Then SparrowDesk uses the brand’s primary email address to send replies and notifications. By default, this is still the SparrowDesk-managed email—until you add and verify your own.

In Short

• Every brand in SparrowDesk gets a ready-to-use support email.
• Emails to that address instantly become support tickets.
• Replies always come from the same address that received the email.
• Tickets without an incoming email use the primary address for replies.
• You can add your own support inbox anytime—just verify and make it primary.