Support Desk
The Support Desk turns email into organized, trackable support tickets — so questions from customers, prospects, and website visitors all land in one place instead of getting lost in someone's inbox. Every ticket keeps its full conversation history, can be assigned to a team member, and can be linked to a client record.
Enabling the Support Desk
Open the Add-Ons menu and enable Support Desk. Once enabled, it appears in your left navigation. If you don't see the add-on listed, contact Xagle support and we'll switch it on for you.
Standard (non-admin) users also need the Support Desk permission granted in their user account before the menu appears for them.
Setting up your support email address
Before the Support Desk can receive email, it needs at least one support email address. From the Support Desk, open Settings and switch to the Support Email Addresses tab, then add an address:
- Key Name — a short category name like Support or Sales Inquiry. This becomes the ticket type stamped on every ticket that arrives at this address.
- From Name — the friendly sender name your customers see when you reply, e.g. Acme Support.
- Email Prefix — the first part of your support address. The full address is shown next to the field, e.g.
[email protected]. This is the address that turns email into tickets. - Tags Applied — tags added automatically to every ticket from this address, handy for filtering.
- Colors — the badge colors used for this category in ticket lists.
- Ignore lists — senders or subject keywords to silently skip, useful for filtering out newsletters or automated notices.
Save, and your Support Desk is live. Any email sent to your support address becomes a ticket within a minute.
How tickets work
- Anyone can email you. The sender doesn't need to be an existing client. If the sender's address matches a client or contact, the ticket links to them automatically; otherwise the ticket simply stores the sender's address and you can link a client later — for example, once a prospect becomes a customer.
- Replies stay threaded. Every outgoing message includes the ticket number in the subject. When the customer replies, their response is added to the same ticket — and if the ticket was closed, it reopens automatically.
- Autoresponders are available. You can set up automatic acknowledgment replies (general, weekends, holidays, or after-hours) from the Support Desk's autoresponder settings.
Routing your website contact or sales forms into the Support Desk
If your website has a contact, quote, or pre-order form, you can have every submission arrive as a ready-to-work ticket. In your website's form settings, make two changes to the notification email the form sends:
- Set the Reply-To to the visitor's email address. Most form builders have this option (often written as something like
{field:email}). This is what lets the ticket file under the visitor's real address — so replying from the ticket goes straight to them, not back to your website. - Add your Xagle support address as an additional recipient. Add it in the To or CC field alongside your own address. Avoid BCC — the Support Desk needs to see the address in the message to accept it.
That's it. You'll keep receiving the form emails exactly as before, and each submission also becomes a ticket with the visitor's name, email, and message ready to answer. And if the same submission also flows into your company's inbound email address, Xagle won't surface it twice — the ticket stays the single copy your team works from.
Tip: send the form's email directly to your support address rather than relying on inbox forwarding rules (Gmail filters and similar). Forwarding rules are fragile — they quietly stop working when mail routing changes — while a direct recipient on the form always arrives.
Optional: send replies from your own domain
By default, your ticket replies are sent from your Xagle support address. If you'd rather your customers see an address on your own domain — say [email protected] — the Support Desk supports a custom branded address:
- Contact Xagle support to authorize your domain for sending. We'll set everything up on our side and send you a few DNS records to add with your domain provider. This step is what lets your replies pass spam checks and land in the inbox.
- Forward the branded address to your Xagle support address. With your domain or email provider, create the address (e.g.
[email protected]) and forward it to your Xagle support address (e.g.[email protected]). If a verification email is sent during setup, it will arrive in your Support Desk as a ticket — open it and click the confirmation link. - Enter the address in Xagle. Back in Support Desk Settings → Support Email Addresses, put your branded address in the Custom From Address field and save.
From then on, everything your customers see — outgoing replies and the address they respond to — carries your domain, and their replies still thread straight back into the right ticket. You can also update your website forms to send to the branded address instead.
Note: a brand-new sending domain starts with no reputation, so the very first replies can occasionally land in a spam folder. This clears up quickly as customers interact with your messages.