Migrate Your Email Support

Converge Team

• Updated March 12, 2026

How to migrate your email support workflows, templates, and history from Helpshift without losing data.

Migrating Email Support from Helpshift

Helpshift handles email support through forwarding addresses. You set up email forwarding from your support inbox to support@<your-domain>.mail.helpshift.com, and Helpshift creates issues from incoming emails. Migrating means redirecting this forwarding to your new platform.

Step 1: Document Your Email Channels

In the Helpshift Dashboard, go to Settings > Email Support to see all configured email support channels. Note each channel's "From name," "From address," forwarding addresses, associated apps, and any auto-response text. If you're using custom email templates, copy the HTML/text template content — these won't be accessible after you cancel your account.

Step 2: Update Email Forwarding Rules

In your email provider (Gmail, Microsoft 365, or custom mail server), change the forwarding destination from support@<your-domain>.mail.helpshift.com to your new platform's inbound email address. If you set up MX records pointing to Helpshift's mail servers, update those DNS records to point to your new platform instead. Allow up to 48 hours for DNS propagation.

Step 3: Recreate Auto-Responses

Helpshift lets you configure auto-response text per email support channel. Document these auto-responses and recreate them as auto-reply rules in your new platform. If you had different auto-responses for different apps or email addresses, map each one to the appropriate channel or routing rule in your new setup.

Step 4: Clean Up DNS Records

After confirming email flows correctly to your new platform, remove any Helpshift-specific DNS records (SPF, DKIM, or MX records referencing helpshift.com or mail.helpshift.com). Add your new platform's required DNS records for proper email authentication and deliverability.

Important: Helpshift's email support creates "issues" from emails, not traditional email threads. Your new platform may handle email conversations differently (as threaded conversations or tickets). Resolve any open email-based issues in Helpshift before switching, or plan a brief overlap period where both platforms receive emails.