Email Integration
Send feedback notifications to specific email addresses when comments are created, replied to, or have their status changed. Works with help desk inboxes like HelpScout, Zendesk, and Freshdesk.
Setup
Step 1: Add Recipients
- Go to Project Settings > Integrations > Email
- Enter the email addresses you want to receive notifications
- Click Add for each address
No external account connection is needed — the integration uses SimpleCommenter's built-in email delivery.
Step 2: Choose a Routing Mode
Simple Mode
All feedback notifications go to the same recipients. Good for small teams or single help desk inboxes.
Advanced Mode
Create routing rules that send notifications to different recipients based on conditions. For example, route high-priority feedback to urgent@yourteam.com and everything else to feedback@yourteam.com.
See Routing Rules below for the full list of options.
Step 3: Configure Options
Reply-To Header
Control where replies go when someone responds to a notification email:
- No Reply-To — Default. Replies go nowhere specific.
- Commenter's email — Replies go to the person who left feedback. Ideal for help desk inboxes so tickets are associated with the right customer.
- Custom email — Replies go to a specific address you choose.
When using "Commenter's email", the From address stays as SimpleCommenter's verified sender. Only the Reply-To header changes — this avoids SPF/DKIM deliverability issues.
Include Screenshot
Toggle whether to include the feedback screenshot in notification emails. Enabled by default.
Include Link
Toggle whether to include a link back to the comment in the SimpleCommenter dashboard. Enabled by default.
Step 4: Enable the Integration
Use the toggle in the header to turn the integration on. You can disable it at any time to pause notifications without losing your settings.
Where to Configure
Project Settings
Go to Project > Settings > Integrations > Email
- Applies only to this specific project
- Overrides any default settings
Default Settings
Go to Default Settings > Integrations > Email
- Applies to all new projects
- Existing projects keep their own settings
Help Desk Use Case
Forward feedback to your help desk inbox with the commenter's email in the Reply-To header:
- Add your help desk inbox (e.g.,
support@yourcompany.com) as a recipient - Set Reply-To to Commenter's email
- When feedback arrives, your help desk creates a ticket associated with the customer
- Your team replies through the help desk — the reply goes directly to the customer
Compatible with HelpScout, Zendesk, Freshdesk, Intercom, Front, and any inbox that reads Reply-To headers.
Routing Rules
In Advanced mode, you can create rules with these conditions:
- Name
Priority- Type
- is, is not
- Description
Route based on feedback priority (low, normal, high).
- Name
Status- Type
- is, is not
- Description
Route based on feedback status (todo, in progress, review, etc.).
- Name
Commenter role- Type
- is, is not
- Description
Route based on who left the feedback (client, team, admin).
- Name
Tagged user- Type
- is, is not
- Description
Route based on which team member is tagged.
- Name
Page URL- Type
- is, contains, starts with
- Description
Route based on the page where feedback was left.
Each rule specifies its own set of recipients. Rules can be ordered and matched using "first match" or "all matches" mode.
Existing Email Notifications
This integration is separate from the built-in email notification system (configured under Project Settings > Notifications). The built-in system sends digest emails to project members. This integration sends real-time notifications to any email address based on routing rules.