Rekonnect allows you to receive and manage support requests via email by connecting your support inbox to the platform. Once enabled, incoming emails will automatically create support tickets, making it easier to track and resolve issues from customers or internal users.
📌 This document is about advanced integration of support-issues with your email provider, were email and the support-issue workflow are blended.
For information about activate email notifications regarding support-issues see the article 13.1 Email notifications
Option 1: Forward from an Existing Inbox (simple)
Keep using your existing support address (e.g. [email protected]) and simply forward incoming emails to your Rekonnect support email (e.g. [email protected]).
✅ No DNS changes required. | ✅ Fastest and simplest setup |
Option 2: Route Email via MX Records (advanced)
For more advanced setups, you can configure your domain’s MX records to route all support email (e.g. [email protected]) directly to Rekonnect’s mail server.
✅ Full email control through Rekonnect | ✅ Ideal for dedicated support domains |
Option 1 Setup:
Forward Emails from Your Existing Inbox (simple)
Use this option if you want to keep using your existing support email address (e.g. [email protected]) without changing DNS or MX records. You’ll simply forward messages into Rekonnect’s system.
Log into your email provider’s admin panel (e.g., Gmail, Outlook, Zoho, etc.)
Go to Settings > Forwarding (may vary by provider)
Add your Rekonnect-generated support address (e.g.
[email protected]) as the forwarding addressSave your changes
Send a test email to your usual support address to ensure forwarding is working
📌 Tip: Make sure forwarded emails retain the original sender’s details so the correct user is shown in the Rekonnect ticket.
Option 2 Setup:
Route All Email for Your Domain to Rekonnect (Advanced)
If you want Rekonnect to manage all incoming email for a custom domain (e.g. [email protected]), you can point your domain's MX records to Rekonnect's email processor (SendGrid). This is ideal for a dedicated support domain.
Required MX Record:
Hostname | Type | Priority | Value | TTL |
rekonnect.io | MX | 10 | mx.sendgrid.net | 14400 |