Support settings: channels and email aliases

The most valuable support setting is the email alias. Point your support@ address at KudosCRM and incoming mail becomes tickets automatically, instead of someone copying them across.

The channel list is longer than the list of channels with automatic intake, so it is worth being clear about which is which.

Who this is for

Admins setting up the support module.

Before you start

• Permission to manage support settings.
• Control of the support address you want to route in.
• A connected mailbox for that address.

A channel field is not an intake path
A ticket can record any of six channels — email, chat, form, phone, API or social. That is what the ticket can say about itself. Whether a channel delivers tickets to you automatically is a separate question: email and chat are the ones most teams have working. Phone and social are usually an agent recording the channel on a ticket they logged by hand. Do not assume that because the channel exists on the ticket, there is a pipe behind it.

Set up intake

1. Connect the mailbox for your support address
   The alias routes mail that arrives in a connected mailbox, so the mailbox has to exist first.
2. Add the support alias in settings
   Register the address in support settings. Mail arriving at it is then turned into tickets rather than sitting in an inbox.
3. Set your service-level targets
   Response and resolution targets live in support settings and are read when tickets are created. Setting them deliberately beats inheriting a default nobody chose.
4. Turn on live chat if you want it
   Chat is the other channel with a genuine automatic intake path. It is configured separately — see the chat articles.
5. Send a test email
   Mail the alias from outside and watch a ticket appear. That is the only real confirmation the route works end to end.

What you get

• Support email arriving as tickets, without anyone forwarding anything.
• Service-level targets that were chosen rather than defaulted into.
• A clear picture of which channels genuinely deliver work to you.
• A tested intake path rather than an assumed one.

Frequently asked questions

Does adding an alias change where my mail is delivered?

It changes what happens to mail arriving in the connected mailbox — it becomes a ticket. Your mail continues to be delivered as normal by your mail provider.

Can I have more than one support address?

Yes, aliases are a list. A team with separate addresses for sales support and technical support can route both.

Why do phone and social appear as channels if nothing delivers them?

So an agent can record how a request actually reached them when they log it by hand. That keeps channel reporting honest even for conversations that started off-platform.

Where do SLA targets come from if I never set them?

There are fallback defaults, which is exactly why setting them deliberately is worth doing — otherwise every ticket is measured against a number nobody chose.