Configuring your Shared Team Email Addresses


By Paulina N

updated 7 months ago

If you are already using Gist Live Chat and you’re here, then it means, you are looking for a new email ticketing system. If yes, then you've come to the right place :)

With Gist, you can collaborate with your team on not just conversations via chat but those via your email channel too. This will let you handle all support requests from your shared team inbox - which your team is already quite familiar with.

In this article, we'll walk you through how Gist handles email support, and then take you step-by-step through setting up and configuring your mailboxes.

So, how does Gist Help Desk work?

When you get started with Gist, a unique inbound email address is automatically created and assigned to your project - which you can start using right away.

Any email from a whitelisted email address that arrives at this inbound email address will be automatically converted into a new conversation or added to an existing one. These will appear in your shared team inbox in real time.

By just going through three simple steps, you can start sending and receiving support emails from these whitelisted addresses right away.

Step 1: Whitelisting Your Support Email Addresses

You can add as many whitelisted email addresses to your Gist project as you like and all emails that are forwarded from these addresses to your default Gist inbound email address will be converted to conversations. And any email from non-whitelisted email address will be ignored completely.

To whitelist an email address - e.g. '' — you'll need to set it to forward to your default Inbound Email address first, then set up spam protection with SPF and DKIM, and finally follow the instructions below to add the address to your Gist project.

To whitelist an email address: 

  1. Sign into Gist and go to the project 'Settings' area. 
  2. Scroll to 'Support' and click on 'Shared Team Email Address'. Here you'll see a list of email addresses that have already been whitelisted. 
  3. Click the 'Add new address' button to add another address.
    NOTE: Remember, if you're adding an external email address, you'll need to set it to forward to your default inbound address - “cf-{INSERT PROJECT ID}”. (Refer Step 2)
  4. In the Address field, enter the email you want to send or receive from. 
  5. Click the Save button to add your new address.

At any point, you can add more whitelisted email addresses to your Gist project, which you can use for particular teams or types of support conversations.

Step 2: Setting Up Your Forwarding

Now, that you have whitelisted your support email addresses, you’ll now need to set up your mailbox to automatically forward any incoming email to your default Gist inbound address.

Setting up email forwarding from Gmail

If your email addresses are hosted on Gmail, you can set it up to forward right from your inbox.

Here’s how you can do it: 

  1. Log into the Gmail account for the address you want to forward emails from. 
  2. Click the gear icon on the top right corner and then click the Settings link in the drop-down menu. 
  3. Click Forwarding and POP/IMAP in the toolbar menu. 
  4. Click the Add a forwarding address button. 
  5. In the text box, enter your default Gist inbound address - “gist-{INSERT PROJECT ID}”. 
  6. Click the Next button. 
  7. In the confirmation window, click the Proceed button. 
  8. A pop-up window will appear, telling you that a verification email has been sent to your default Gist inbound address. Click the OK button. 
  9. Switch over to the Gist shared team inbox. 
  10. You should see a new conversation appear with the verification email from Gmail. 
  11. You will find the confirmation code in the same conversation. Copy it. 
  12. Switch back to the forwarding tab in your Gmail account. 
  13. Paste the code into the Confirmation Code text field 
  14. Click the Verify button. 
  15. By default, forwarding will be disabled. Select Forward a copy of incoming mail to your default inbound address and choose what you'd like Gmail to do with the forwarded messages. 
  16. Click the Save Changes button at the bottom of the screen to start forwarding your messages.

Note: If you'll be sending emails from the external address, we strongly recommend you set up SPF and DKIM protection for the address. This will keep your emails from getting caught in your customers' spam filters.

Note: When you forward your email to your Gist inbound address, everyone that is part of your project will be able to see any emails sent to you. As a result, if you have private emails you don't want visible in Gist it's not advisable to forward emails from your personal address.

Step 3: Configure Outbound Email Address

Now, that you have configured your mailbox to automatically forward all incoming emails to your Gist inbound address, you’d need to setup your SPF and DKIM records, so all replies sent via Gist don’t end up in the spam folder.

We have a step-by-step guide on how to do this here:

Adding Multiple Shared Emails and Assigning Incoming Conversations

With Gist, you can add multiple forwarded email addressed to your conversations. This allows you to route sales, support and other inquiries directly into the one tab in your Gist account. And now, you can automatically assign incoming emails directly to teams and individual users directly in Gist.

For Example: If you have an email address for sales and another for support, you can now automatically assign the sales conversations to the sales team and the support inquiries to your support reps. 

Here is a video which quickly shows how to add multiple email addresses and how to route those emails.

Need Help?

If you have any further questions, please start a Live Chat. Just "Click" on the Chat Icon in the lower right corner to talk with our support team.

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