This feature is part of our enterprise-tier. To see whether this function is included in your current package or not, please click on this link.

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A prerequisite is, that you are using an email address from a private domain. It is not possible to add email addresses from public domains such as Gmail, Yahoo, Outlook, etc.

The procedure of adding an e-mail address is divided into the following two steps:

In order to add an e-mail address to Swat.io, go to the general workspace-settings at the bottom left and then click on "Channels". You will then see the button "Add channel" at the top right:

Select the channel type "Email":

In the pop-up, you are asked to enter your email address and to agree to the terms of service. Click "Authorize":

After that, you will be automatically redirected to the settings of your new email channel, where you need to verify your sender signature. To do this, go to the inbox of your email account, where you should have already received an email from Postmark, in which you just need to click on the "Confirm Sender Signature" button.

Postmark is a third-party service that we rely on to handle email receipt and delivery.

Now switch back to your email channel and reload the page. Your sender signature should now be verified and the status should look like this.

Email forwarding is necessary to receive the incoming emails as tickets in Swat.io.

The setup of email forwarding is slightly different depending on your email provider. Therefore, choose the instructions depending on whether you use Gmail/GSuite or Outlook 365. If you use a different provider, please contact your IT department and ask them to set up email forwarding.

It is possible to change the sender of the email in the "reply-to" field. That way you can specify an alternative recipient. If the "reply-to" field does contain an email address, the email reply from Swat.io will be sent to this address. If the "reply-to" field is empty, the email reply is sent to the sender by default.

This is particularly useful if the first customer contact is made via a contact form. This setting allows the customer to be contacted directly and the "reply-to" email to be accepted. This function also makes it possible for forwarded emails to be sent to a different recipient.

This prioritization can be found in the workspace-settings under "inbox" and can be activated or deactivated at any time:

The Reply-To functionality (reply address) is offered by most major email providers. Alternative recipients can be specified in Outlook and iCloud for example. Unfortunately, Gmail does not offer that functionality.

You can find more information on how tickets are generated here.