Email integration explained
Email is the backbone of human support in HaloDesk.
When a conversation is escalated, human replies are sent by email, and customer replies come back into the same ticket.
How email works in HaloDesk
When a ticket is escalated:
A human agent replies from the Inbox
The reply is sent to the customer by email
Customer email replies are routed back into the same ticket
This keeps the full conversation history in one place.
HaloDesk shared email (for testing)
By default, HaloDesk provides a shared email address, for example:
123456@mail.halodesk.com
This option:
Requires no setup
Works immediately
Is useful for testing or very low-volume support
However, it is not branded and not recommended for production use.
Using your own email domain (recommended)
You can connect your own domain, for example:
support@yourdomain.com
When you connect a custom domain:
Emails are sent from your own address
Customers see your brand, not HaloDesk
Replies continue to flow into HaloDesk normally
Domain setup requires adding a few DNS records and verifying the domain.
Once verified, setup is complete.
Email forwarding
If you already use a support email address:
You can forward incoming emails to your HaloDesk email address
HaloDesk will receive and manage those conversations
Replies sent from HaloDesk will come from your custom domain
This allows you to adopt HaloDesk without changing your public support email.
Best practices
Use the shared HaloDesk email only for testing
Set up a custom domain before going live
Enable forwarding if you already have an active support inbox