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Alternate email addresses let you record additional same-domain support addresses for a workspace. Each address still needs its own working provider-side forwarding route. Adding an address in Protodesk does not create a mailbox or change your provider’s rules. These settings require an Owner or Admin role.

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Add an alternate address

  1. Open Settings → Email and configure the primary customer service address first.
  2. Under Alternate emails, select Add email.
  3. Enter the additional address and select Add.
  4. At your email provider, forward that address to the same Protodesk forwarding destination shown under Receiving emails.
  5. Send a test from another account you control and confirm that it appears in Threads.
The current form accepts up to 24 additional addresses on the same domain as the primary address. It rejects duplicates and the primary address itself. For example, a workspace using support@example.com can list help@example.com, but not an address on another domain. Do not assume listing an alternate address creates a separate inbox, team assignment, or independently selectable sending identity. Check the actual reply’s sender in a controlled test before promising customers a particular reply-from address.

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Retire an alternate address

Update or disable its forwarding rule at your email provider first, according to your team’s routing plan. Then remove the unused entry from Protodesk and check that subsequent messages behave as intended. Removing the list entry alone does not reliably stop inbound mail: provider forwarding can still deliver messages to the workspace’s inbound destination. Treat the provider route as a separate configuration you must maintain.

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Understand the current BCC limitation

The page includes BCC email addresses and Add BCC email, with a limit of five saved addresses. However, the current email-reply sender does not apply this saved list to outgoing replies. A saved BCC address is therefore not proof that copies are being delivered. Do not rely on this control for an archive, audit trail, or compliance requirement. Ask Protodesk support about current availability before using it, and verify delivery to an approved test destination if support confirms the feature is enabled for your deployment. Any mailbox receiving copies would receive customer content. Have the destination and its access policy approved before configuring a working copying or archiving solution. Removing a stored address does not delete messages already delivered to any mailbox. For the supported primary email setup, see Set up your support email. For routing checks, see Forward email to Protodesk.