--- title: "Connect your support email" description: "Every Retily workspace has its own address. Forward your support email to it, or connect your own mailbox in Settings › Email." url: https://retily.com/help/connect-email language: en last_modified: 2026-10-28 --- [Help](https://retily.com/help) # Connect your support email Customer emails become tickets in Retily, and your team’s replies go back by email. There are two ways to set it up. Last updated October 28, 2026 ## Your Retily address Every workspace has its own support email address: the name you chose at sign-up, then `@mail.retily.com`. Only Retily support can change it later. For example `acme@mail.retily.com`. Email sent to it becomes a ticket. A reply to one of your emails is added to its ticket. Your team’s replies go out from this address, with your workspace name as the sender (for example “Acme Support”). You find it on Home, in the Get started step **Install the widget or connect email**, with a copy button. **Settings › Email** shows it too. ## Option 1: forward your support email 1. Copy your Retily address. 2. In your email provider’s settings, forward your support address (for example support@yourdomain.com) to it. 3. Send a test email to your support address. It arrives in **Tickets**, and the Get started step ticks itself. Your replies still go out from your Retily address. To reply from your own address, connect your mailbox instead. ### Microsoft 365 and Outlook.com: forward For a Microsoft mailbox, forwarding is the way that works. Microsoft has turned off password sign-in for most Microsoft 365 and Outlook.com mailboxes, and Retily cannot sign in with a Microsoft account yet, so connecting one as your own mailbox usually fails. On Microsoft 365, an admin adds a mail flow rule in the Exchange admin center that sends a copy of your support address’s email to your Retily address. On Outlook.com, turn on forwarding in Outlook’s settings, under **Mail › Forwarding and IMAP**. Step by step: [Microsoft 365 and Outlook.com email](https://retily.com/help/microsoft-365-outlook). ## Option 2: connect your own mailbox Retily then sends from your address and reads new mail from its inbox. By default, the Owner and Admins can open this page. 1. In the app, go to **Settings › Email**. 2. Under **Email Provider**, choose yours. For the providers below, the server settings fill in by themselves. 3. Enter the **Email Address** and its **Password**. For Gmail, use an app password, not your normal password: the page links to where you make one, and [Connect Gmail or Google Workspace](https://retily.com/help/connect-gmail) shows how. **Outlook / Microsoft 365 (app password only)** is for a mailbox whose Microsoft 365 admin still allows app passwords for IMAP and SMTP. Most don’t: use Option 1, forwarding, instead. 4. Click **Test & Save**. Retily signs in, sends a test email to that mailbox, and checks it can read the inbox. It saves only when both work. Providers with ready settings: - Gmail / Google Workspace - Outlook / Microsoft 365 (app password only) - Yahoo Mail - Zoho Mail - Hostinger - Namecheap (Private Email) - GoDaddy - OVH - IONOS (1&1) Any other provider: choose **Custom SMTP** and enter the sending (SMTP) and receiving (IMAP) servers, ports and encryption your provider gives you. ### Unread mail becomes tickets Once connected, Retily reads unread email from the last 14 days in that inbox, turns it into tickets and marks it read. New mail arrives within seconds. ## Sending services: Resend, Postmark, Mailgun If you send through one of these, choose it under **API Services** and enter its **API Key** and your **From Email**. **Test & Save** checks the key and that the From domain is verified with the provider. For Mailgun, Retily uses Mailgun’s US region. These services only send. Customer replies go to your Retily address and arrive as tickets. ## Good to know **New workspaces** In its first 7 days, a workspace sending through Retily can send 100 customer emails a day. Connecting your own mailbox (or a sending service) lifts this. An email over the limit shows “Not sent: daily email limit” on its ticket, and the Owner gets an email. **Sender name** From Name (optional) on Settings › Email. Empty means your workspace name. **Signature** Each person sets their own, under Profile › Email signature. **Disconnect** Settings › Email › Disconnect, then type the address to confirm. Email goes out from your Retily address again. Emails arrive in **Tickets**. See [Invite your team](https://retily.com/help/invite-team) to share them. ## Related - [Connect Gmail or Google Workspace](https://retily.com/help/connect-gmail) - [Microsoft 365 and Outlook.com email](https://retily.com/help/microsoft-365-outlook) - [Set reply deadlines](https://retily.com/help/reply-deadlines) - [All features](https://retily.com/features) - [Plans and pricing](https://retily.com/pricing) ## Still stuck? Write to support@retily.com with your support email address and what you tried. Or see [all help pages](https://retily.com/help).