> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://support.atomicwork.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://support.atomicwork.com/_mcp/server.

# Email as a support channel

Set up email as a channel to manage all your employee queries from one tool. When your employees send emails to your support email address (say, [itsupport@acme.com](mailto:itsupport@acme.com)), they'll be converted to Atomicwork requests in the connected Workspace.

[Here's how you can set up email as a channel in a workspace.](https://support.atomicwork.com/integrations/other-integrations/email-integrations#setting-up-email-as-a-channel-in-atomicwork)

## Using email as a support channel

* Your employees can email your support email address ([itsupport@acme.com](mailto:itsupport@acme.com)). Their email will be forwarded to your Atomicwork email address. **Automatic replies** such as out-of-office messages or delivery receipts won’t create a request. These emails are filtered out if they include headers like:

  * Auto-Submitted: auto-replied

  * Auto-Submitted: auto-generated

  * X-Auto-Response-Suppress: DR (Delivery receipts), OOF (Out Of Office replies), AutoReply (Auto replies)

This ensures only genuine emails are logged as requests.

* You can view new incoming email requests in **Your workspaces > \[Workspace name] > All requests**. Service requests can be found in the **Service requests view** and incidents will be in the **Incidents view**.

  * If Atom finds a relevant answer, it'll send the most relevant answer to the requester and create a request as well.

  * If an employee's email request matches a service in your catalog, Atomicwork will create a service request on the employee's behalf. Agents will have to write back to requesters to fill out the service form and fulfill the request.

* If an agent responds to the request, the reply is threaded as a response to the first email. All a requester has to do is reply to send a response to the agent.

* Agents can cc external parties (not just employees) in replies and bcc recipients as well.

* Requesters will be able to click the request link and view their request in the web portal.

## Who becomes the requester

When an email reaches Atomicwork through someone else — say a manager forwarding an employee's request — you can control who the request belongs to:

* With **Use the original sender as the requester** turned on, Atomicwork looks up to three forwards back and makes the person who first raised the email the requester. The forwarder is added as a follower, so they get updates and a copy of the acknowledgement. With the setting off, the forwarder is the requester.
* Turn off **Add the other people on the email as followers** if the forwarder shouldn't have visibility into the request.

Both settings live under **Settings > Your workspaces > \[Workspace name] > Channels (Workspace settings) > Email**.