Receive email as tickets and reply from the inbox.
Open Admin → Channels and set the support address, or the per-queue address, that customers email.
Enter the IMAP details for that mailbox (host, username, password) so flyhelpdesk can collect mail — or forward mail to the piping address shown.
Use Verify to confirm the login works, then enable the channel.
New email opens tickets and replies thread back to the customer.