How to Enable Email Forwarding from Outlook to BoldDesk
To receive customer emails as tickets in BoldDesk, you must forward emails from your support mailbox to the forwarding address generated by BoldDesk. This article explains how to configure email forwarding in Outlook (Microsoft 365) and ensure that incoming emails are automatically routed to your BoldDesk help desk.
Check out this video tutorial for more details.
Prerequisites
Before configuring Outlook forwarding, ensure that you have already added your custom support email address in BoldDesk . For detailed instructions, explore How to Configure Support Email Channel. After completing the setup, copy the Forwarding Address generated by BoldDesk, as you will need it for the Outlook forwarding configuration steps that follow.
Configure Email Forwarding in Outlook
Step 1. Sign in to Outlook on the Web
Sign in to Microsoft 365 Outlook Web using the support email account configured in BoldDesk.
Then click the Settings (⚙️) icon in the upper-right corner.
Step 2. Enable Email Forwarding
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Navigate to Mail → Forwarding.
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Enable the Enable forwarding option.
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Enter the BoldDesk Forwarding Address copied earlier.
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Select Keep a copy of forwarded messages to retain emails in your Outlook mailbox.
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Click Save to apply the changes.
Verify the Configuration
After saving the forwarding settings:
- Send a test email to your support mailbox.
- Wait a few minutes for the email to be forwarded.
- Verify that a new ticket is created in BoldDesk.
- If no ticket is created, review the forwarding settings and check whether any Microsoft 365 security policies are blocking automatic forwarding.
Please be aware that if you encounter bounce messages after setting up the forwarding, it might be due to Microsoft 365 spam protection blocking automatic forwards for your organization. In such cases, kindly reach out to your Microsoft 365 administrator and direct them to the How to Enable the External Forwarding in M365 instructions for the necessary steps.
Frequently Asked Questions
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Why are my emails not being forwarded to BoldDesk?
This can occur if forwarding is not enabled correctly, the BoldDesk forwarding address is incorrect, or Microsoft 365 is blocking automatic external forwarding. -
Should I keep a copy of forwarded emails?
Yes. We recommend enabling Keep a copy of forwarded messages so that emails remain available in Outlook for auditing and troubleshooting purposes. -
How can I verify that forwarding is working?
Send a test email to your support mailbox and confirm that a corresponding ticket is created in BoldDesk. -
What should I do if forwarded emails are bouncing?
Check with your Microsoft 365 administrator to ensure that external automatic forwarding is allowed for your organization.
