Choosing how Lunadesk sends your email replies
Compare the four ways Lunadesk can send your replies and pick the one that fits.
Compare the four ways Lunadesk can send your replies and pick the one that fits.
When you connect your support email to Lunadesk, you pick how your replies leave Lunadesk and reach your customers. There are four options. They all deliver your replies, and they all keep the conversation in one ticket. What changes is two things:
- The address your customer sees when your reply lands in their inbox.
- Where their reply goes when they hit Reply.
You can start with the simplest option today and switch later from Settings without losing any tickets or history. Each option has its own guide with a full walkthrough.
At a glance
| Option | Your customer sees | When they reply, it goes to | What you need to set up |
|---|---|---|---|
| Simplest Send from your Lunadesk address | yourcompany@lunadesk.ai | Your Lunadesk address | Nothing |
| Header only Send from Lunadesk, replies go to your inbox | yourcompany@lunadesk.ai | Your own address | Nothing |
| Branded Send from your own domain (DKIM)Recommended for most teams | support@yourcompany.com | Your own address | 1 DNS record |
| Advanced Send via your own SMTP server | support@yourcompany.com | Your own address | Your mail server's login details |
Which option should I choose?
- 1Want to be live in the next two minutes? Choose Send from your Lunadesk address. You can change it later.
- 2Want customers to keep writing to your own address, but can't add a DNS record today? Choose Send from Lunadesk, replies go to your inbox.
- 3Want your replies fully branded with the best chance of reaching the inbox? Choose Send from your own domain (DKIM). This is what we recommend for most teams.
- 4Have a compliance or IT requirement that all email goes through your own servers? Choose Send via your own SMTP server.
Changing your option later
You can switch between options at any time from Settings. Switching only changes how new replies are sent. Your existing tickets, conversations and history stay exactly where they are.
Frequently asked questions
Will switching options affect my existing tickets?
Which option gives the best deliverability?
Do I need a developer to set any of this up?
Contact our support team and we'll help you pick the right option.