# Email settings

> Turn email into a support channel. Connect your support addresses, verify deliverability with forwarding, DKIM, and SPF, and control the sender display name and signature on outgoing replies.

Email settings turn your support inbox into a Bookbag channel. Incoming email becomes a ticket; your team's replies go back out as email — all from the same Help Desk inbox, alongside chat and other channels.

> **WHERE TO CONFIGURE:** Open the agent's **Help desk → Email** settings. Enable email, add your support addresses, and verify deliverability.

## Connect a support address

Add each support address you want to receive on (for example `support@yourbrand.com`). For every address, Bookbag tracks three deliverability signals:

| Signal | What it confirms |
| --- | --- |
| Forwarding | Mail sent to your address reaches Bookbag so it can become a ticket. |
| DKIM | Outgoing replies are cryptographically signed as you, so they aren't flagged as spoofed. |
| SPF | Your domain authorizes Bookbag to send on its behalf. |

> **VERIFY ALL THREE FOR CLEAN DELIVERY:** Until forwarding, DKIM, and SPF are all in place, replies are more likely to land in spam. Each address shows its current status and any outstanding issues to fix.

## Sender identity

Control how replies appear in the customer's inbox:

### Display name

- **Auto** — Bookbag chooses a sensible sender name for you.
- **Custom** — set an exact display name, e.g. "Acme Support".

### Signature

Add a signature appended to outgoing email replies — your team name, hours, or a help-center link. It applies to email replies sent from the Help Desk.

## Deliverability contact

Set a **deliverability contact** — the address Bookbag uses for notices about your email setup, like a DKIM key that needs rotating. Keep it pointed at someone who manages your domain.

## FAQ

**Can I connect more than one support address?**

Yes. Add as many addresses as you need; each tracks its own forwarding, DKIM, and SPF status.

**What happens if DKIM or SPF isn't set up?**

Email still works, but replies are more likely to be marked as spam. The address shows the outstanding issues so you can fix them.

**How do replies get the right sender name?**

It depends on your display-name mode — Auto picks one for you, Custom uses the exact name you set.

**Do email tickets follow the same assignment rules?**

Yes. Email-created tickets are routed by your [assignment](/docs/help-desk/assignment) settings just like any other.

## What's next

- [Email channel](/docs/deploy/email) — Deploy and connect email at the channel level.
- [Ticket assignment](/docs/help-desk/assignment) — Route incoming email tickets to your team.
- [Translation](/docs/help-desk/translation) — Reply to customers in their language.