Connect your support mailbox to the service desk
Connect Microsoft 365 or forward your support email from any mail host, so every email your customers send becomes a ticket and replies stay in the thread.
On this page · 4 sections
Your customers keep writing to the support address they already use. Current turns each email into a ticket, and your replies go back in the same email conversation. There are two ways to connect it, both under Settings › Service desk › Email intake › Connect a mailbox. Only a workspace admin can set it up.
| Way | What happens |
|---|---|
| Connect Microsoft 365 | A Microsoft admin approves Current, which then reads the support mailbox and sends replies from it, so they also appear in its Sent Items. |
| Forward your support email | Your support address forwards a copy of each email to your Current address. No Microsoft approval is needed, and it works with Microsoft 365, Google Workspace and any other mail host. |
Connect Microsoft 365
- 1Pick Connect Microsoft 365Open Settings › Service desk › Email intake, choose Connect a mailbox, then Connect Microsoft 365.
- 2Approve CurrentA Microsoft admin in your organization approves Current with one click. Current asks only for the mailbox you name.
- 3Pick the mailboxChoose the support mailbox, for example support@cedarpine.example.
- 4Send the testSend any email to the support address. Current watches for it and tells you which ticket it became.
Forward your support email
- 1Pick Forward your support emailOpen Settings › Service desk › Email intake, choose Connect a mailbox, then Forward your support email and Continue.
- 2Type your support addressCurrent creates your Current address, unique to this workspace, and shows it with a Copy button.
- 3Forward a copy from your mail hostMicrosoft 365: in the Exchange admin center, add a mail flow rule that adds your Current address to Bcc when the recipient is your support address. It works even when Microsoft 365 blocks forwarding outside your organization. Google Workspace: add a routing rule in the Google Admin console that adds your Current address as a recipient, or use Gmail forwarding, whose confirmation email arrives as a ticket; open the link inside it. Any other host: forward a copy of each incoming email, keeping the original sender.
- 4Send one test emailFrom your own mail app, send any email to your support address. Current tells you which ticket it became.
Replies stay in the same thread
Every reply carries the ticket number in the subject, for example [#1042], and the email's thread headers, so your customer's mail app shows one conversation. When they answer, the reply lands on the same ticket. Until you verify your domain, forwarded workspaces send replies from Current's address with your workspace's name, and answers still go back to your support address.
Send replies as your support address
- 1Choose Set up sendingIn the same flow, at Send replies as your support address.
- 2Add the DNS recordsWhere your domain is managed, add the records Current shows: two TXT records and one MX record on a send subdomain, plus a signing key. Each has a Copy button. They only add sending; your existing email keeps working.
- 3Check DNSDNS can take a few minutes, sometimes an hour. When it says Verified, replies leave as your support address.
An address on a shared mail service such as gmail.com cannot be verified, because only that service controls its DNS.