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How to Set Up Email Forwarding

You may have a separate customer support email for your business while using the ProProfs Help Desk. Email forwarding enables you to receive support tickets/emails to your ProProfs Help Desk inbox.

You can set up email forwarding to your ProProfs Help Desk inbox with superior email services such as Gmail, Yahoo, Outlook, and Microsoft Office 365.

Email auto-forwarding can offer many benefits, including:

Seamless Integration: Auto-forward customer inquiries and support requests from the Google groups to your helpdesk email seamlessly

Time Efficiency: Reduce the response time by eliminating manual forwarding tasks, thus enabling staff members to focus on tickets

Improved Collaboration: Promote enhanced collaboration among support team members to share information and communicate with each other.

This article covers the following:

How to Set up Email Forwarding in Gmail:

Step 1: Open your Gmail account settings.

Step 2: Go to the tab Forwarding and POP/IMAP.

Step 3: Click Add a forwarding address, enter your ProProfs Help Desk email address, and click Next to proceed.

Step 4: Check your ProProfs Help Desk inbox— you’ll receive a verification email from Google. You can copy and open the verification link in a new tab or enter the verification code in the Gmail settings and click Verify.

How to Set up Email Forwarding in Google Groups:

For existing groups

Step 1: Log in to admin.google.com using the Google Workspace Administrator account that created the Google Group.

Step 2: Click on the Groups tile to access the Groups management page and select the group to which you want to add the ProProfs Help Desk’s forwarding address.

Step 3: Go to Members. Click the yellow plus (+) button and Add Members.

Step 4: Enter your ProProfs Help Desk’s forwarding address and click Add to group. You will see a new email address added to your Google Group.

For new groups

Step 1: Navigate to the Google Groups list and select “Create group.”

Step 2: Provide the necessary information for the group, including the Name, Group email (should match your custom email address in the Help Desk), and selecting a group owner. Click Next.

Step 3: Set the access level to Custom. Ensure that you check the box that allows External accounts to “Publish posts.” Also, turn on “Allow members outside your organization” at the bottom. It is essential to receive messages from outside your organization. Once done, click “Create Group.”

Step 4: Review the summary of your newly created group on the last screen. Click “Done” to finalize the process. You can now add ProProfs Help Desk’s email address to the group, as described earlier.

How to Set up Email Forwarding in Yahoo:

Step 1: Go to your Yahoo mail settings.

Step 2: Go to More Settings.

Step 3: Click Mailboxes.

Step 4: Select your Yahoo mail account.

Step 5: Go to the Forwarding section, enter your ProProfs Help Desk email, and click Verify.

Step 6: Open your Help Desk email and follow the instructions received.

How to Set up Email Forwarding in Outlook:

Step 1: Go to your Outlook settings and click View all Outlook settings.

Step 2: Click Forwarding and tick the Enable Forwarding checkbox.

Step 3: Enter your ProProfs Help Desk email, click Verify, and save.

How to Set up Email Forwarding in Microsoft Office 365:

Microsoft 365 accounts have a default setting that blocks automatic email forwarding to prevent outbound spam.

I. Setting Up Email Forwarding in Microsoft 365

To set up email forwarding for a user in Microsoft 365, follow these steps:

1. Sign in to Microsoft 365 Admin Center:

Open the Microsoft 365 Admin Center and log in with your administrator credentials.

2. Navigate to Active Users:

In the left-hand navigation pane, select Users > Active users.

3. Select the User:

Click on the name of the user whose email you want to forward. This will open the user's settings.

4. Access Mail Settings:

Under the Mail tab, click Manage email forwarding. Here, you can mention your helpdesk email address to which you want to forward emails. Before that, it is essential to configure outbound anti-spam policies. Click the "Manage outbound anti-spam policies" link and skip to step 4 in the next section to continue.

II. Adjust the Outbound Spam Protection Policy

It is recommended to review and adjust the outbound spam protection settings to ensure that forwarded emails comply with your organization's security policies.

To do so:

1. Access the Microsoft Defender Portal:

Go to the Microsoft Defender portal by navigating to security.microsoft.com.

2. Locate Anti-Spam Policies:

In the portal, select Email & Collaboration > Policies & Rules > Threat policies > Anti-spam.

3. Review Existing Policies:

Examine the default outbound spam policy to ensure it aligns with your organization's needs.

4. Edit Protection Settings:

Select the Anti-spam Outbound spam policy (default). Click Edit protection settings.
Based on your requirement, change the Message limit.
Change the value in the Automatic forwarding setting to "On - Forwarding is enabled."
If necessary, adjust who receives notifications for spam-related alerts by modifying the Notification settings.

5. Complete Forwarding Configuration

Revisit the Manage email forwarding section, select Forward all emails sent to this mailbox, and enter the HelpDesk's forwarding address.

Note: Regularly reviewing and updating spam policies helps prevent unauthorized emails from leaving your organization, enhancing security.

III. Create an Outbound Spam Filter Policy

If you need more granular control over spam protection, you can create a custom outbound spam filter policy.

1. Open the Microsoft Defender Portal:

Navigate to the Email & Collaboration section within the Microsoft Defender portal.

2. Initiate Policy Creation:

Click on Create Policy and choose Outbound filter policy from the available options.

3. Define Policy Details:

Provide a clear name and description for the new policy.

4. Specify Inclusions:

Under Include, select the users, groups, or domains that should be subject to this policy.

5. Specify Exclusions:

Under Exclude, choose the users, groups, or domains that should be exempt from this policy.

6. Set Spam Actions:

Define the Spam Confidence Level (SCL) thresholds and actions to be taken for various spam scenarios.

7. Save the Policy:

Review your settings and click Create to activate the policy.

Tip: Custom policies allow for targeted spam control, reducing the likelihood of legitimate emails being flagged as spam.

Please note that these steps might vary slightly based on the specific version of Microsoft Office 365 you are using. Always refer to the official documentation for the most accurate information. If you encounter any issues, don’t hesitate to reach out to Microsoft’s support team. They’re there to help!

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