Regenerate your inbound email address

If your inbound address leaks, ends up on a spam list, or you just want a clean one, you can regenerate it — but the change is immediate with no grace period, so update your forwarding rule as soon as you do.

Regenerate the address

1. Click the gear icon, then in the left-hand Settings navigation choose Channels, then open the Email intake sub-tab. An address must already exist, i.e. email intake has been enabled at least once.
2. Click Regenerate, next to the Copy button on the forwarding-address field.
3. Confirm the dialog: “Generate a new address? The old one stops working immediately.” Click OK to proceed, or Cancel to keep the current address.
4. A brand-new es_in_…@in.essential.support address appears immediately in the field. Click Copy to grab it.

What carries over, what doesn’t

Only the address itself (and the secret token behind it) changes. The Enable inbound email state and your Let unknown senders open tickets by email setting are preserved exactly as they were. Every row already in the Recent intake log and every ticket already created stays exactly as it is — regenerating only affects mail that arrives after the change.

Why you’d do this

• The old address started getting spam, or you found it scraped or leaked somewhere public.
• You suspect someone outside your team obtained it and could use it to send forged intake traffic — regenerating immediately shuts that door; anything still sent to the old address is logged as rejected with reason unknown_token (see “Turn emails into tickets” for the full list of outcomes).
• Routine credential hygiene, e.g. after offboarding someone who had access to your forwarding configuration.

Update your forwarding rule

The moment you regenerate, mail still forwarding to the old address stops becoming tickets — it’s simply rejected as unknown. Update the forwarding rule right away.

1. Copy the new address from the Email intake tab.
2. Open your mail provider’s forwarding settings — the same place you configured it originally (Gmail: Settings → See all settings → Forwarding and POP/IMAP; Outlook: Settings → Mail → Forwarding).
3. Replace the old destination address with the new one. Some providers, including Gmail, require you to re-confirm a new forwarding address the same way you did the first time.
4. Send a test email to your support address and check Recent intake for a created outcome to confirm the new rule is working.

Related: Turn emails into tickets (email intake).