A few years back, we launched Public Issues (Wait! Have you seen the NEW DoneDone customer support features?) to extend DoneDone beyond just an internal issue tracker. With Public Issues, anyone can email issues to your project via a custom address. It's one of our most popular features to-date.It's even more useful when you can route your existing support address into DoneDone. In this post, I want to show you how simple it is to turn your existing customer support address into a front door for resolving issues and getting back to customers all within one centralized place.
First, create a new project where you'd like all emails from your support address to go. Then, go to the Public Issues Settings panel in the project. Here, you'll find the custom email address that anyone can send emails to. Copy the custom email address above for the next step.
Your project's custom public issues email address
Let's assume you have a support address like support@mycompany.com. Your next step is to forward all emails sent to this address over to the custom email address above. Most common email hosting providers offer a forwarding option. Just search for "How to forward emails with [your email provider]" on Google.Let's walk through Gmail as a common example.
Setting up a forwarding address inside of GmailWith Gmail (and most trustworthy hosting providers), an email will be sent to the forwarding address containing a verification link. This lets the provider know that you have access to the forwarding address and aren't trying to ruin an unsuspecting person's inbox.The email will now forward to your DoneDone project. Here's what the Gmail forwarding verification email looks like inside of DoneDone:
Most email providers will send a verification email which will log as an issue in DoneDone.
At this point, your customer support address should forward all emails directly into DoneDone. Let's head back to the Public Issues Settings panel to configure how emails will be sent from DoneDone any time you reply back to the submitter on an issue.
Just like that, you can now use DoneDone as a better email manager for your customer support address. Happy supporting!
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