Forward your support email
Route your existing support address into Kognit in about two minutes, without changing MX records.
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Forwarding is the lowest-risk way to start. Your mailbox keeps working exactly as it does now; Kognit simply receives a copy of everything and turns it into tickets.
Find your forwarding address
Open Connections and find the Support Email Forwarding card. Your address looks like:
support-ab12cd34@inbound.kognithq.comThis address is unique to your workspace and is what routes mail to you. Copy it with the button — do not retype it.
The address is issued and claimed by your workspace on the server. Two workspaces can never be issued the same one, and mail to an unclaimed address is discarded rather than delivered to a guess.
Set up forwarding in your mail provider
Gmail / Google Workspace
- Settings → See all settings → Forwarding and POP/IMAP
- Add a forwarding address, paste your Kognit address, Next → Proceed
- Google sends a confirmation code to that address. It arrives in Kognit as a ticket — open it and copy the code.
- Paste the code back into Gmail and confirm.
- Select Forward a copy of incoming mail, and choose to keep Gmail's copy in the Inbox.
Outlook / Microsoft 365
- Settings → Mail → Forwarding
- Enable forwarding, paste your Kognit address
- Tick Keep a copy of forwarded messages
- Save
Zoho Mail
- Settings → Mail Accounts → Email Forwarding
- Add Email Address, paste your Kognit address
- Confirm using the verification code, which arrives as a ticket in Kognit
Verify it works
Send a test message from an address outside your company — a personal account is ideal. Within a minute it should appear in Inbox as a new ticket.
If it doesn't, see Inbound email isn't arriving.
What happens to a forwarded message
| Step | Result |
|---|---|
| Mail arrives | Spam and virus checks run first; failures are dropped |
| Sender matched | Existing contact reused, or a new one created |
| Threading | Replies attach to the original ticket via mail headers, not subject text |
| Classification | An intent is detected and the ticket routed to a team |
| Routing | SLA clock starts; an assignee is picked |
Because threading uses message headers, a customer who changes the subject line still lands on the same ticket.
Attachments
Attachments on forwarded mail are stored with the ticket and shown to the agent. Very large messages may arrive without their body — in that case the ticket is still created from the headers so nothing is silently lost, with a note telling you to check the original mailbox.
Replying
Forwarding is inbound only. To send replies from your own address, either connect the mailbox over OAuth (Gmail / Outlook) or authenticate your domain (Verify your sending domain). Without one of those, replies go out from the Kognit default address.
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