Microsoft 365 accounts default to block automatic email forwarding.  When using the auto-forward method for creating tickets to OneDesk, you may need to take additional steps.

You may receive the following error message in your inbox in O365: 

"Your message wasn't delivered because the recipient's email provider rejected it. "

"550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance. AS(7550) or AS(7555). "

This message is returned to the sender to indicate that the outbound spam filter has blocked the activity. A O365 administrator will need to allow external forwarding either on an organizational level or on a per-mailbox basis.

Note: If using GoDaddy / reseller / non standard O365 plan

Microsoft 365 service purchased through GoDaddy, you should not continue with the instructions below. GoDaddy has their own method for changing. as outlined here:

https://ca.godaddy.com/help/enable-external-email-forwarding-40080 

Note: The options you see in your O365 account may vary depending on several factors, such as the level of service you have with Microsoft or if you purchased Microsoft 365 through a reseller. If you cannot follow the directions below or encounter errors, contact your reseller or Microsoft support.

Option 1: Enable automatic external forwarding on organizational level

1.Log in to Microsoft 365 Defender (Be sure you are logged in as an Administrator) https://security.microsoft.com/homepage.

2.Go to Email & collaboration > Policies & rules > Threat policies > Anti-spam policies or directly to the Anti-spam settings page here: https://security.microsoft.com/antispam.

3.Click on Anti-spam outbound policy (Default). On the side panel, click the Edit protection settings.

4.Change auto forwarding rule to “On - Forwarding is enabled” and save.

5.If receiving an error message, consult the section “Potential errors”.

Option 2: Enable automatic external forwarding for individual mailboxes

1.Log in to Microsoft 365 Defender (Be sure you are logged in as an Administrator) https://security.microsoft.com/homepage.

2.Go to Email & collaboration > Policies & rules > Threat policies > Anti-spam policies or directly to the Anti-spam settings page here: https://security.microsoft.com/antispam.

3.Select Create policy > Outbound.

4.Add users for the mailboxes you want to enable. When finished click Next.

5.Under Forwarding rules, turn automatic forwarding On, then click Next.

Review the settings and click Create to finish creating the outbound policy for the specified user(s).

Potential errors when enabling automatic external forwarding

Command you tried to run isn’t currently allowed

Warning appears when adjusting forwarding rules

Try again later. Sometimes a false error appears especially in new accounts. 

If still occurs after waiting, try the steps outline by Microsoft here: https://answers.microsoft.com/en-us/msoffice/forum/all/anti-spam-outbound-policy-enable/8f739248-0cf7-4c89-92f0-ae300cff8d7f

Complete setup / couldn’t update organization’s settings

Warning first time adjusting forwarding rules

Click on yes/ok and retry edit. It should now be saved correctly regardless of the message appearing again.