Short answer: How to set up Aamu.app Helpdesk email support so incoming customer messages become manageable support tickets in your workspace.

Connect a shared support address to an Aamu Helpdesk project so your team can receive, assign and answer customer emails from one queue.

This article covers the email route for Helpdesk. Live chat is covered in the next part.

Before you start

Helpdesk email needs an email domain and mailbox setup. If you have not configured email domains yet, start with Setting up Emails in Aamu.app.

The important foundation is:

  • the email domain exists in Team settings,

  • DNS verification is complete,

  • the domain is available for the project, and

  • sending and receiving email has been tested.

After that, Helpdesk can use the domain for a shared support mailbox.

Personal email vs Helpdesk email

Aamu Emails and Aamu Helpdesk both use email, but they are not the same workflow.

  • Emails are for personal or project mailboxes used by individual users.

  • Helpdesk email is for a shared support address where incoming messages become tickets.

Personal email belongs to an individual user. The Helpdesk mailbox is shared with the project’s Helpdesk users.

Choose the Helpdesk project

Open the project where customer support should live. This is usually a project dedicated to support, customer communication, or the product/team that receives the requests.

In the project settings, open the Helpdesk settings. This is where you configure who can use the Helpdesk and which email address the Helpdesk receives from.

Add Helpdesk users

First add the users who should be allowed to access the Helpdesk project. Only those users should see and handle the tickets for that Helpdesk.

Add the people who should be able to:

  • read incoming tickets,

  • reply to customers,

  • leave internal comments,

  • assign or close tickets, and

  • create tasks from support requests.

Configure the Helpdesk email address

Next configure the email address used by the Helpdesk. In the Helpdesk email settings, select the verified domain and create the support mailbox for the project.

A typical address might be:

support@example.com
help@example.com
contact@example.com

The Helpdesk project normally uses one shared email account. Customers write to that address, and Aamu turns those emails into Helpdesk tickets.

Use a clear sender name too. For example, "Acme Support" is usually better than a personal name if the mailbox is shared by the whole team.

What happens when an email arrives?

When a customer sends an email to the Helpdesk address, Aamu creates or updates a ticket. The support team can then handle the message from the Helpdesk section.

A ticket can contain the customer email thread, replies, internal comments, status, assignment, and follow-up work. If the email leads to internal work, you can create a task from it and keep the customer conversation connected to the work it caused.

Replying from Helpdesk

When a support user replies to a ticket, the reply is sent through the configured Helpdesk email address. The customer sees the support mailbox as the sender, not a random internal mailbox.

Where AI fits later

Helpdesk AI can prepare reply drafts from configured knowledge sources. Review the draft in the reply editor before sending it.

Test the email route

After saving the Helpdesk email settings, test the whole route.

  1. Send an email from an outside address to the Helpdesk address.

  2. Open Aamu Helpdesk and confirm that a ticket appears.

  3. Reply to the ticket from Aamu.

  4. Confirm that the outside mailbox receives the reply.

  5. Reply again from the outside mailbox and confirm that the same ticket updates.

This test catches the most common setup problems: incoming mail, outgoing mail, sender identity, and email-thread handling.

Troubleshooting checklist

If tickets are not appearing or replies are not sending, check these:

  • The email domain is verified in Team settings.

  • The domain is attached to the correct project.

  • The Helpdesk email address is configured in the project Helpdesk settings.

  • The users who should handle tickets have access to the Helpdesk project.

  • DNS records are correct and have had time to propagate.

  • Incoming mail works for the configured mailbox.

  • Outgoing mail works for the configured mailbox.

  • The test email was sent to the Helpdesk address, not a personal mailbox.

Next: Live chat

Once email support is working, you can also add Live chat to your website. Live chat gives visitors a real-time way to contact you, and when no one is available it can still connect back to the Helpdesk workflow.

The next part covers setting up Helpdesk Live chat.

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