Receive email directly on a support-only domain
Updated
Most teams forward their support address to Bancroft. If you'd rather not keep a mailbox at all, you can point a domain that's only used for support, like help.yourcompany.com, straight at Bancroft. Email to that domain becomes tickets without passing through another inbox.
Use a domain that's only for support
Email is delivered per domain. Pointing a domain at Bancroft moves all of that domain's email, so only do this with a domain or subdomain that nobody uses for anything else. Doing it on your main domain would move all of your company's mail.
Set it up
You'll need to be a workspace admin.
- In Settings → Email, save a support address on the support-only domain, like support@help.yourcompany.com.
- Under Forward your support email, turn on Receive directly instead.
- Under Send from your own address, a Receiving on section appears with an MX record for the domain. If it doesn't show the record yet, select Check DNS to load it.
- Add the MX record, along with the sending records on the same card, where you manage DNS for the domain.
- Select Check DNS. When receiving shows Verified, email sent to the domain arrives in Bancroft.
DNS changes can take up to an hour.
Good to know
- The switch is only available for an address on a domain you own. Free mailbox addresses, like gmail.com, can't receive directly.
- Your private forwarding address keeps working too, so you can still forward other mailboxes to Bancroft.
- To stop receiving directly, turn the switch off and point the domain's MX record back where you want its email to go.