Email Helpdesk#
The Email Helpdesk is a fallback for shops without a Gorgias, Zendesk, Dixa, Front, Kustomer, or Intercom integration. Every Resolve claim is emailed to a support inbox you choose, as a ticket-style email — no API keys, no subdomain.
What you need#
Just one thing:
- A recipient inbox — the support email address that should receive the
claim emails, e.g.
[email protected].
There are no credentials to create. If you already run a native helpdesk (Gorgias, Zendesk, Dixa, Front, Kustomer, or Intercom), use that instead — the email fallback is for shops that don't.
Steps#
Claim email settings live in the Karla portal under Resolve → Claim Emails — the recipient inbox, the fallback toggle, the carrier affidavit, and the per-reason subject and body are all on that one page.
Settings → Integrations → Email Helpdesk still exists, but it only links across to Resolve → Claim Emails; nothing is configured there anymore.
1. Set the recipient inbox#
Open Resolve → Claim Emails. In the Recipient Inbox card, enter the support email address under Recipient Email and save it. Saving an address is required before you can enable the fallback.
2. Enable the fallback#
Toggle Email Helpdesk Fallback on. New Resolve claims are now emailed to your inbox as ticket emails, with order context, affected items, and the customer's resolution preference.
If you do not see Claim Emails under Resolve, contact your account manager — it may need to be enabled for your shop first.
Carrier affidavit (optional)#
You can attach a carrier affidavit PDF to investigation (not-received) claim emails, useful for carrier disputes. Turn on Carrier Affidavit on the same page and provide:
- Sender Address — your postal sender line, printed on the PDF.
- Type of Goods — what your parcels contain (the "Inhalt" line on the PDF).
- Main Carrier — which carrier's form to use, or Automatic to route by the shipment's carrier.
Customizing the email content#
Under Claim Email Content on the same page, you can override the subject and body per claim reason. Leave a reason untouched to keep Karla's shipped wording.
Where to next#
- Helpdesk integrations overview — native connection options.
- Zendesk · Gorgias · Dixa · Front · Kustomer · Intercom — native integrations with structured ticket creation.
- Webhooks — push claim events to any custom endpoint.
- Data processing — the full claim payload shape.