Inbound Email

Turn your support inbox into a feedback channel. Forward emails to your project's unique inbound address and they'll appear as feedback items in your dashboard.

How It Works

Each project gets a unique email address (e.g. abc123@inbound.userhero.co). When an email arrives at that address:

1. A new feedback item is created with the email subject and body
2. The sender's email is captured as the user
3. Attachments (images, documents, etc.) are stored automatically
4. Follow-up emails from the same sender are threaded together

Setup

Step 1: Enable at Workspace Level

1. Go to Workspace Settings > Integrations
2. Find Inbound Email and toggle it on
3. This makes inbound email available to all projects in the workspace

Step 2: Enable for a Project

1. Go to your project Settings > Integrations
2. Find Inbound Email and toggle it on
3. Your unique inbound address will be displayed (e.g. abc123@inbound.userhero.co)
4. Click Copy address to copy it to your clipboard

Step 3: Set Up Email Forwarding

Forward emails from your existing support inbox to the inbound address. The setup depends on your email provider.

Email Forwarding Setup

Gmail

1. Open Gmail Settings (gear icon > See all settings)
2. Go to the Forwarding and POP/IMAP tab
3. Click Add a forwarding address
4. Paste your inbound address
5. Gmail will send a confirmation email — approve it from the UserHero dashboard
6. Select Forward a copy of incoming mail to and choose your inbound address
7. Click Save Changes

To forward only specific emails, use a Gmail filter instead:

1. Click the search bar dropdown > Create filter
2. Set your criteria (e.g. from a specific address, with certain keywords)
3. Click Create filter > check Forward it to > select your inbound address

Outlook / Microsoft 365

1. Go to Settings > Mail > Forwarding
2. Check Enable forwarding
3. Paste your inbound address
4. Optionally check Keep a copy of forwarded messages
5. Click Save

For rules-based forwarding:

1. Go to Settings > Mail > Rules
2. Click Add new rule
3. Set your conditions
4. Add the action Forward to and paste your inbound address
5. Click Save

Google Workspace (Admin)

To forward all emails for a shared mailbox:

1. Open the Google Admin Console
2. Go to Apps > Google Workspace > Gmail > Routing
3. Click Add another rule under Default routing
4. Configure the rule to forward matching emails to your inbound address

Other Providers

Most email providers support forwarding. Look for one of these in your provider's settings:

• Automatic forwarding — forwards all incoming emails
• Mail rules / filters — forwards emails matching specific criteria
• Aliases — some providers allow adding your inbound address as a delivery target

What Gets Captured

When an email is received, UserHero creates a feedback item with:

Email Threading

When the same sender emails again, UserHero automatically groups related emails:

• Follow-up emails from the same address appear as comments on the original feedback
• Each reply adds the new content to the existing thread
• Your team can see the full conversation history in one place

Attachments

Inbound emails support file attachments:

• Images — displayed inline with preview thumbnails
• Documents — PDF, Word, Excel, and other files stored with download links
• Multiple files — all attachments from a single email are captured

Managing the Integration

Disable Inbound Email

Toggle the switch off in project Settings > Integrations. Emails sent to the address will be ignored, but existing feedback is preserved. Toggle it back on to resume — the same address is kept.

Remove Inbound Email

Click Remove to delete the inbound email configuration entirely. The address is permanently deactivated. If you re-enable later, a new address is generated.

Disable at Workspace Level

Toggle off Inbound Email in Workspace Settings > Integrations to disable it across all projects at once.

Troubleshooting

Emails Not Appearing

1. Verify the integration is enabled at both workspace and project level
2. Confirm email forwarding is set up correctly in your email provider
3. Check that the forwarding address matches exactly
4. Send a test email directly to the inbound address to rule out forwarding issues

Missing Email Body

If feedback shows the subject but no body content, the email may have been sent in an unsupported format. Plain text and standard HTML emails are fully supported.

Attachments Not Showing

• Files over 10 MB are skipped
• Inline images embedded in HTML signatures may not be captured
• Verify the email was sent with actual file attachments (not cloud links)

Next Steps