Plan and test department email routing
Bring selected customer-facing addresses into the intended department without diverting unrelated mail.
- Access to the mail provider and a supported inbound channel configuration.
Step-by-step walkthrough
- 01
List each customer-facing address and its intended department, staff visibility, and reply identity. Keep automated notification senders and operational alert recipients separate.
- 02
Choose the supported inbound-provider arrangement. If existing hosted mailboxes must remain, review forwarding or a dedicated receiving subdomain before changing any domain-wide MX records.
- 03
Configure a test channel with the intended address and provider settings. Keep it paused until the receiving webhook and sending identity are ready to test.
- 04
Send a unique test message from an owned mailbox. Check the resulting conversation, department, sender, subject, and any attachment. Confirm whether your workflow converts it into a formal ticket.
- 05
Reply from RelayDesk and respond again from the external mailbox. Verify that the reply reaches the customer and attaches to the correct existing conversation without duplication.
- 06
Repeat the test for every department before moving normal traffic. Record the final routing and retain a clear recovery path for the hosted mailbox.
Expected result
Each department has a tested inbound conversation and outbound reply path.
Important details
Do not assume SMTP credentials alone enable inbound email. Avoid changing the main domain’s MX records just to connect one address.
Need help with this workflow? Contact the team and include this guide’s title.