What you'll achieve
Customers can keep using the same support address while administrators resolve connection issues safely.
Check the mailbox before changing it
Open Settings > Channels > Support mailboxes and select the affected address.
Check the connection status, reply mailbox, target Inbox, aliases, routing instructions and the latest diagnostic result.
Send one test message from an external address and confirm that it creates or updates the expected conversation.
Recover a provider connection
Use Run diagnostics first. Fix the exact provider or DNS issue it reports before reconnecting.
Choose Reconnect to use the same provider account, or Change connection when the mailbox moved to another account or provider.
Keep the current connection until the replacement passes its test. Then verify inbound mail, one outbound reply and the From and Reply-To headers.
Manage aliases and signatures
- Add an alias only after its forwarding or routing rule points to the destination shown in DobroDesk.
- Keep the reply signature owned by the mailbox so every channel uses the correct brand and legal footer.
- Pause or delete a mailbox only after rerouting the address and exporting any required records. Existing conversations remain in DobroDesk.