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Auto-Forwarding Using Outlook / O365

Auto-forwarding is a method of creating tickets. With auto-forwarding, you setup an automatic forwarding rule from your inbox to a OneDesk creation email.  Your customers email your regular support email account and the email is forwarded to OneDesk, creatinng a ticket.

Here we provide the instructions for the web version of Outlook Web App / Office 365, as well as the desktop version.

STEP 1: Retrieve your OneDesk ticket creation email

In your OneDesk account navigate to Administration > Tickets > Types of Tickets. 

Copy the creation email for tickets.

ticket creation email

Note: Every ticket and task type you enable will have it’s own capture address. This means that you can auto-forward from many different sources to create different types of items in OneDesk, and route each type differently.

STEP 2: Access to your company’s support email account

You probably currently have an email address that your customers can email when they have issues, requests, or questions (something like support@example.com). You need to auto-forward (redirect) any emails received at this email box to your OneDesk tickets email address. To do this you will need to make a change in your email settings for this account.

You should also read the Prevent Email Loops article.

STEP 3: Set up the Auto-forwarding in your email account

Use one of the guides below to set up your auto-forwarding in your Outlook account. (We also have other articles for Gmail or Gsuite email addresses).

Auto-forwarding your support email using Outlook.com / Office 365 / Outlook Web App

  • Step 1: Click ‘View all Outlook settings’

outlook settings

  • Step 2: Select ‘Mail’ and ‘Forwarding’

mail forwarding

  • Step 3: Check ‘Enable Forwarding’ and paste your OneDesk capture email into the “Forward my email to” field: tickets@[yourURI].OneDesk.com

enable forwarding

Next: Follow the tips in the following article to prevent email loops: Prevent Email Loops

Auto-forwarding your support email using Outlook Desktop Version / Microsoft Outlook for Office 365 MSO

  • Step 1: Click the ‘File’ menu in the upper left corner.


  • Step 2: Click on ‘Manage Rules & Alerts’

manage rules and alerts

  • Step 3: Click on the ‘New Rule…’ button

  • Step 4: In the popup select ‘Apply rule on messages I receive'. Click the ‘Next’ button

apply new rule

  • Step 5: A confirmation popup will appear, click ‘Yes’

  • Step 6: Click the ‘Next’ button

click yes and next

  • Step 7: In the ‘Step 1’ section, check the box ‘redirect it to people or public group’

  • Step 8: Under ‘Step 2’, click the link ‘people or public group’

redirect message

  • Step 9: The ‘Rule Address’ window will appear

  • Step 10: Add your OneDesk ticket capture email address here. This is the address you retrieved in Part 1 above and it is formatted like: tickets@[yourURI].onedesk.com

  • Step 11: Click ‘OK’

rule address

  • Step 12: Back in the “Rules Wizard’ window click ‘Next’

redirect to next

  • Step 13: Give a name to your redirect rule such as “Redirect to OneDesk”

  • Step 14: Make sure the box ‘Turn on this rule’ is checked. Click the ‘Finish’ button.

turn on redirect rule

  • Step 15: Back in the ‘Rules and Alerts’ popup click the ‘Apply’ button

click apply

You’re done!

Note: Users with Office 365 Exchange Online mailboxes:

The Exchange Online Protection (EOP) provided with Microsoft Exchange Online mailboxes may block outgoing emails from your account. 

In the Microsoft 365 Defender portal, go to Email & Collaboration > Policies & Rules > Threat policies > Anti-spam in the Policies section.

Within the Outbound Spam filter policies, under Automatic Forwarding, the default setting is “Automatic – System Controlled”. Switch this setting to “On- Forwarding is enabled” if you are having trouble forwarding tickets to OneDesk. For more information on EOP and its settings please see Microsoft documentation.

Now any new email received in the email box, will be automatically redirected to OneDesk and create a ticket in your account. Also check out our Quickstart Guide.

Related Articles: 

Email Queues

Email Flow

Prevent Email Loops