The safe way to run a shared support inbox is to stop passing one password around the team. On ArawaMail, support@ is a real mailbox with its own password held by an administrator, administrators can open it from Email accounts, and you can add verified forwarding copies or send its mail to your help desk. It is not an alias and not Gmail-style delegation, so do not paste the support@ password into Slack or a shared document.
What ArawaMail provides for a shared support inbox
To create support@, the domain needs receiving active. Usernames may contain letters, numbers, dots, underscores and hyphens, and duplicate addresses are rejected. The administrator sets the password, which must be at least 12 characters. Mailbox users sign in with the address and password, and administrators can open any mailbox from Email accounts by selecting it and clicking Open email (Email accounts docs).
The documentation does not describe a second user signing in to the same mailbox, send-as, delegates, aliases or plus-addressing. support@ is its own mailbox, not a label on someone's personal mailbox.
Verified forwarding sends a separate copy of each new message to every destination you add, once that destination approves the verification link within 24 hours. The original stays in support@, and Reply-To is set to the original sender. Each mailbox can have 1 destination on Free, 5 on Pro and 10 on Business, and forwarded recipients count toward the monthly transactional-email allowance. Existing stored mail is not forwarded, and a forwarding failure never removes the local copy. Forwarding gives people a copy; it does not create a shared queue or assign conversations.
Outgoing webhooks are the other option. Under Settings, Outgoing webhooks, you can add an HTTPS notify URL with a recipient filter set to your support@ address, and ArawaMail will POST each incoming message there as JSON, which the docs list as a way to feed a help desk or CRM (Outgoing webhooks docs).
Recommended setup
- Create the support@ (or help@) mailbox under Email accounts and keep its password with the administrator or in a company password manager.
- For cover when the usual owner is away, have an administrator use Open email instead of sharing the password.
- If teammates need their own copy, add verified forwarding destinations within your plan's limit. Each destination confirms separately.
- If the team works from a help desk, send support@ mail to it with an outgoing webhook filtered to that address.
- Do not hand out the IMAP and SMTP settings for support@. Mail apps sign in with the mailbox password, so that is still password sharing.
- If you connect an AI assistant, the connection uses OAuth and reaches only the mailbox approved during sign-in, so the assistant never receives the password (AI assistant docs).
ArawaMail's documentation does not describe conversation assignment or collision detection. If your team needs those, use a dedicated help desk tool fed by the webhook.
When the person who looked after support@ leaves
Disable the leaver's personal mailbox and keep support@. Disabling a mailbox immediately blocks mailbox, SMTP, mobile and connected AI-assistant access, revokes its sessions and cancels queued sends without deleting stored mail. Then change the support@ password: changing a password revokes existing mailbox sessions, so everyone has to sign in again. Finally, revoke any AI assistant connections for support@ from the mailbox under Settings, AI assistants.
Related reading
- Aliases, shared inboxes and plus addressing
- Email forwarding vs mailbox hosting
- Shared inbox naming conventions for growing teams
- Employee email offboarding
- Trigger automation from incoming email webhooks
FAQ
Can two people work support@ without sharing the password?
Yes. One administrator holds the password and can use Open email, and other people can receive verified copies or work the mail in a help desk fed by a webhook.
Is verified forwarding a shared inbox?
No. It sends copies to confirmed destinations. It does not create a shared queue or assign conversations.
Can I make support@ an alias of a personal mailbox?
Aliases are not in ArawaMail's documentation. Create support@ as its own mailbox.
Who should own the password?
An administrator, stored securely. Change it when someone who knew it leaves.
Can an AI assistant help with the support inbox?
Yes, an assistant connected over OAuth can search, read and reply in the one mailbox approved during sign-in, and access can be revoked from the mailbox settings.
Ready to set up support@ on your own domain? See ArawaMail plans.