Text App allows you to convert incoming emails into support tickets and manage them seamlessly within the platform. It's an efficient way to centralize your communication and streamline your workflow.
Setting up forwarding
To begin handling customer emails in Text App, you'll first need to set up email forwarding. This process automatically redirects emails from your inbox to Text App, where your team can view and respond to them as tickets.
A default forwarding address has already been generated for you.
When you first open the Email section (Settings → Channels → Email), you'll be prompted to select your email provider from the list.
Once you choose your provider, you'll be shown detailed, step-by-step instructions specific to that platform (for example, Gmail, Outlook). Follow those steps within your email provider's settings to enable forwarding.
You can also find instructions for setting up forwarding in this article: Forward your emails to Text App.
After forwarding is set up, you can test the connection by sending an email to the address you configured. If everything is working correctly, the message will appear in your Text App inbox as a new ticket in the Tickets section.
Adding a custom domain
When you set up email forwarding in Text App, you can send and receive customer messages directly from the app using a dedicated email address provided by Text.
By default, this email address follows this format:
LICENSE-ID@tickets.helpdesk.com
Example:
1976920755@tickets.helpdesk.com
If you prefer, you can customize this setup by using your own email domain.
How to connect your own domain
Using your own domain allows messages sent from Text App to come from your own email address (for example, support@yourcompany.com). This requires domain ownership verification and the addition of specific DNS records.
Setting up your own domain in Text App is safe and does not interfere with your current email setup.
Steps to connect your domain:
Go to Settings → Email → Domains in Text App and click Connect domain.
Enter your domain name.
You must have access to your domain’s administrator (DNS) panel.
Domain Ownership Verification
To verify ownership, complete the following mandatory steps:
Log in to your domain administration panel.
Open the DNS settings for your domain.
Add a CNAME record using the hostname and value provided in Text App.
After adding the record:
Click Verify and continue in Text App.
This allows Text to confirm domain ownership.
Some DNS providers automatically append your domain name to hostnames, while others require the full hostname (including the domain). Follow your DNS provider’s conventions carefully.
Domain Connection Step
Once ownership is verified, complete the connection process:
Continue editing your DNS records.
Add a TXT record with the provided value.
Add an additional CNAME record with the provided value.
Save and publish all DNS changes.
Return to Text App and click the Verify and continue button.
Each TXT and CNAME record is unique.
These records add DKIM keys, allowing Text to send emails from your domain without triggering spam filters.
When finished:
You’ll see a summary screen.
Your domain will enter a confirmation phase handled by the Text App team.
Domain verification statuses
There are five statuses you can track when it comes to adding a domain in Text App:
Connected — when your domain is added properly
Confirming domain… — when the HelpDesk team is confirming your domain
Setup incomplete — when you have an unfinished process of adding a domain
Deleting… — when you decided to delete your domain
Setup failed — when there was an issue during the process of connecting the domain
Managing the reply address
Text App also comes with a default reply address already configured. This is the email address from which your responses to customers will be sent.
If you'd like to customize how your emails appear to customers — for example, by using your company's name — you can easily change the Display name:
Go to Settings → Channels → Email and open the Reply addresses tab.
Locate the default reply address.
Click the three-dot menu next to it and select Edit.
In the modal that appears, update the Display name to whatever you'd like customers to see in their inbox.
Click Update to apply your changes.
By connecting your email channel to Text App, you centralize all customer communication in one place, making it easier to track, assign, and respond to messages as support tickets. Setting up forwarding ensures that every email reaches your team, while customizing your reply address helps maintain a professional brand presence.
With everything managed in a single platform, your team can respond faster, stay organized, and deliver a more consistent and efficient support experience.
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.