# Email

Source: https://gokarla.io/docs/guides/resolve/integrations/email

# Email Helpdesk

:::info

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. `support@example.com`.

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](https://portal.gokarla.io/)
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.

:::note
**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.

:::note
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](./overview) — native connection options.
- [Zendesk](./zendesk) · [Gorgias](./gorgias) · [Dixa](./dixa) · [Front](./front) · [Kustomer](./kustomer) · [Intercom](./intercom) — native
  integrations with structured ticket creation.
- [Webhooks](./webhooks) — push claim events to any custom endpoint.
- [Data processing](../data-processing) — the full claim payload shape.