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Connect your own email address

Every team you turn email-to-ticket on for gets a working address instantly, on the spot, something like [email protected]. That address works immediately, no setup required. This guide is for the optional next step: making your own address (like [email protected]) deliver into Go1Desk too, so customers keep emailing the address they already know.

Why bother?

Without this, customers would need to learn a new, unbranded address to reach you. With a forward set up, nothing changes for them: they email [email protected] exactly like before. The only difference is that message now also lands in Go1Desk and becomes a ticket, with nothing else about your existing inbox affected.

How mail actually arrives

A forward doesn't move your mailbox anywhere or change your DNS. It just tells your existing email provider “also send a copy of anything arriving here to this other address.” Your own inbox keeps working exactly as it does today (you can even keep receiving a copy there, most providers let you choose). Go1Desk only sees what gets forwarded to it, and turns each message into a ticket within moments of arriving.

Step-by-step, by provider

Find your own email provider below. Wherever you see “your Go1Desk address,” that's the one shown on your team in Settings → Teams. Copy it from there.

Gmail / Google Workspace

Works the same whether it's a personal Gmail address or a Google Workspace business inbox.

  1. 1Open Gmail → click the gear icon → “See all settings”.
  2. 2Go to the “Forwarding and POP/IMAP” tab.
  3. 3Click “Add a forwarding address” and paste your Go1Desk address.
  4. 4Gmail sends a confirmation email to that address, and Go1Desk receives it automatically, no action needed there.
  5. 5Back in Gmail, choose “Forward a copy of incoming mail to” your Go1Desk address, and pick “keep Gmail's copy in the Inbox” if you still want to see messages there too.
  6. 6Save changes.

Microsoft 365 / Outlook

For a business mailbox on Microsoft 365 (the admin can also set this up for a shared mailbox).

  1. 1Open Outlook on the web → Settings (gear icon) → “Mail” → “Forwarding”.
  2. 2Turn on “Enable forwarding”.
  3. 3Enter your Go1Desk address in the forwarding field.
  4. 4Optionally keep “Keep a copy of forwarded messages” checked.
  5. 5Save.

Zoho Mail

Common for small businesses using Zoho's free or paid business email.

  1. 1Zoho Mail → Settings → “Mail Forwarding & POP/IMAP”.
  2. 2Under “Email Forwarding”, click “Add Email Address”.
  3. 3Paste your Go1Desk address and verify it (Zoho sends a confirmation link).
  4. 4Turn the forward on for that address.

Hosting-based email (cPanel, GoDaddy, Bluehost, Namecheap, etc.)

If your support@ address comes from your website host rather than Google or Microsoft, it almost always goes through cPanel underneath, even if the branding looks different.

  1. 1Log in to your hosting control panel (cPanel, or your host's webmail admin area).
  2. 2Find “Email Forwarders” or “Forwarders” (usually under an “Email” section).
  3. 3Click “Add Forwarder.”
  4. 4Address to forward: your existing [email protected]. Destination: your Go1Desk address.
  5. 5Save. Most hosts apply this within a few minutes.

Using a different provider?

Almost every email provider supports forwarding somewhere in its settings, usually under a name like “Forwarding,” “Mail rules,” or “Auto-forward.” If you can't find it, search “[your provider] email forwarding” or reach out to [email protected] and we'll help you track it down.

Already set up your team's email-to-ticket address? See pricing for additional addresses