Issues with creating shopify customer support email

Shopify Discussion

Topic summary

Main issue: Set up a customer support email that sends “from” support@domain.com rather than a personal address. Initial attempt used a forwarding address; sender identity remained the personal email.

Latest update: Zoho Mail hosting is now verified and working; the user can send/receive via Zoho webmail. They want to respond to customers from Outlook or Gmail using the Zoho-hosted support address and ask for the easiest/common approach. They are unsure whether their domain is Shopify-hosted.

Key clarifications:

  • Email forwarding only redirects incoming mail; it doesn’t change the sender address.
  • Email hosting (e.g., Zoho) enables sending as support@domain.com and can be used with clients like Outlook/Gmail once configured.

Advice provided: Create/manage the business email through the domain provider (the company where the domain is registered/managed).

Status: Partially resolved. Hosting works; guidance on using Outlook/Gmail with Zoho and domain-hosting details remains open.

Summarized with AI on December 27. AI used: gpt-5.
1

Hello,

I have a new shopify store & I am having issues with getting a customer support email put together. I have created a forwarding address, but I need to be able to respond to customers with the support@xxxxx.com domain, instead of my personal email that emails are forwarded to.

I have tried setting up hosting with Zoho mail and it seems that everything has been verified but my test emails to the support@xxxxxxx.com are not being delivered in the Zoho account.

I realize you may not be able to help as far as Zoho is concerned, but someone tell me the EASIEST way to create a support email address? I don’t believe my domain is a shopify hosted domain (I am also not sure how to check if it is).

Thank you so much for your help. This is a big issue I am facing and can’t figure it out by researching on google.

2

@liddy21 - just to confirm, you are looking to set up a business email (ex: Your store’s name is ABC Toys and you are trying to set up a support@abctoys.com)?

3

That is correct. I understand how to set up forwarding addresses so emails sent to the support@abctoys.com get forwarded to my personal gmail account. I can’t figure out how to set it up so when I respond it sends from support@abctoys.com.

Zoho has just recently started working for me with email hosting. I can send and receive customer emails through zoho mail. I now want to be able to log into Outlook or gmail with my Zoho account to respond to customer inquiries since I am familiar with those platforms.

I mainly was curious how most people go about it. If customers can send messages to support@abctoys.com, that is great, but it doesn’t really mean anything if you respond to those emails with [REDACTED] that it gets forwarded to.

4

@liddy21 - 100% agree, thanks for clarifying. You would log into your domain provider (whomever you pay for your domain) and you can choose the option to create a business email from there.