How to set up Email Forwarding

Updated 2 weeks ago by Romain Lapeyre

In this article we will help you distinguish between two types of email forwarding and show you how to set up an email integration via forwarding inside Gorgias.

The two types of forwarding

There are two different ways to set up email forwarding. When we at Gorgias recommend that you set up email forwarding with Gorgias in order to receive emails, we only refer to one of those methods, and the other one will not work as expected. Below, we describe in more detail what each type of forwarding is, how it is set up, and what consequences it has on your emails.

Both methods are officially called 'email forwarding'. In this guide we gave them names like client-side forwarding and server-side forwarding but those are not official names, just our way of differentiating those two to better explain the differences.

Client-side forwarding

This is what most people usually refer to when talking about email forwarding, and this is the method that will not work correctly with Gorgias. This is an action that you can perform manually when you receive an email and you click on the 'forward' button. What it does is that it wraps the email you want to forward in a new empty email and sends this new email to the address you're forwarding the email to.

Let's say that mycustomer@gmail.com sends an email to your support address support@mycompany.com that you want to forward to as5d4as5d4a@emails.gorgias.com. When using this forwarding, it will create a new email which will be sent as follows

From: support@mycompany.com, To: as5d4as5d4a@emails.gorgias.com, with Subject: FWD: {the previous subject} and containing the previous email in its body.

Even though this is most of the time done manually, this can also be automated via rules in some inboxes.

If you see that an email has 'FWD:' in its subject and was sent from the support email address and not to it, it's probably because the wrong type of forwarding was set.

Server-side forwarding

This is what we refer to most of the time when talking about email forwarding at Gorgias, and is the method that people need to use in order to set up automated email forwarding from their support inbox to their Gorgias account. This cannot be done manually for just one email and is usually set up in the 'Advanced settings' in your inbox.

If we take our example from above, here's what would happen when support@mycompany.com forwards the email to as5d4as5d4a@emails.gorgias.com is that it would literally take the email received and pass it to as5d4as5d4a@emails.gorgias.com without touching it. In this case it would not create a new email; it would forward the exact email received, which would then keep its original FROM, TO and SUBJECT properties.

Setting up an integration through forwarding

Say your support address is support@acme.com and that is an alias of a Gmail or G Suite account named support@sfbicycles.com. 

If you want to receive emails from both addresses in Gorgias, and you're ok to use support@sfbicycles.com to reply back to all emails, just add this address as a Gmail integration.

If you want to receive emails sent to support@acme.com in Gorgias and to use support@acme.com to reply back just follow these instructions:

  1. In Gorgias, go to SettingsIntegrationsEmail'Add email address'
  2. Click on the 'Connect other email provider' button
  3. Add your email as an email integration by filling out the 'Address name' and 'Email address fields' and then click on 'Connect this email account' button

All set!

Please just keep in mind that an email import is only possible with direct email integrations.

G Suite groups & Gmail aliases

Gmail aliases

Once you have connected your email integration please continue with the following steps:

  1. Go to your Gmail or G Suite account
  2. Click on the gear icon in the top right corner of Gmail, then click 'Settings' in the drop-down menu
  3. Click on the 'Forwarding and POP/IMAP' tab
  4. Click 'Add a forwarding address'
  5. In the text box, paste the {random pretty long id}@emails.gorgias.com address from Gorgias. You will see the exact email with the number id when you set up the integration in Gorgias and click on the 'Connect this email account' button. Then click 'Proceed'
  6. In Gorgias navigate to Open tickets then open the confirmation email from Google
  7. Click on the long link to confirm the request and click 'Confirm'

  1. Now, let's forward emails sent to your alias address to Gorgias. Click on the caret in the search bar to create a filter

  1. Add your alias address in the 'To' field
  2. Click 'Create filter with this search'
  1. Check 'Forward it to', select the address you added at step 7, and click 'Create filter'

All set! Now emails sent to your alias address will arrive to Gorgias account. When you respond to them your response will be sent from the alias address too.

To improve the deliverability of the emails that you send from Gorgias, we recommend that you set up SPF and DKIM.

G Suite Groups

Here's how to integrate G Suite Groups with Gorgias:

  1. Log into your G Suite Admin console and select 'Groups'

  1. Open the group address that you want to add (typically, it’s something like support@your-company.com)
  2. Click the 'Add members' button under the Members section

  1. In the text box paste the {a random, pretty long id}@emails.gorgias.com email address from Gorgias and click 'Add' (it's the default email integration created at the same time as your Gorgias account)

  1. Navigate to the Settings of your group address

  1. Under Access Type -> Access settings check the External box for Publish Posts and click 'Save'

Nice job! You can now head over to Gorgias and start responding to your customers' emails.

If your group was created using groups.google.com and not the G Suite Admin interface, then we advise that you please delete the group from the G Suite Admin interface and create it again using the same email address.
Please just keep in mind that G Suite Groups email addresses are considered mailing lists. As such, automatic replies will not work with G Suite Groups email addresses. This is to prevent creating infinite loops of automatic responders auto-responding to each other forever. If you want to enable automatic replies on a G Suite Group email address, please delete it and create a regular Gmail email address instead.

Outlook

When setting up an Outlook integration via forwarding, you may need take some additional steps. Some accounts tend to block automatic email forwarding due to spam protection. If you have external forwarding disabled, you will see a specific error message in your mailbox after attempting to set up forwarding to Gorgias. The message say something like: 

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

To change your outbound spam protections settings, please contact your Microsoft 365 Administrator and ask them to allow automatic external forwarding for any email address that you want to integrate with Gorgias. Microsoft's documentation on this setting can be found here: Configuring external email forwarding in Microsoft 365

If that's all set then here's how to enable Automatic External Forwarding for All Mailboxes:

  1. Log in to your Office 365 Security & Compliance portal for Microsoft 365 and choose Threat management -> Policy -> Anti-spam. Note that the policies you see in your own admin may differ from those shown here, as these are only the default policies:
  2. Click on 'Anti-spam outbound policy (Default)' and then click the 'Edit protection settings' link at the bottom of the sidebar as shown below:
  3. Find the section called Forwarding Rules and the dropdown called Automatic Forwarding Rules. On the list choose On - Forwarding is enabled. Click 'Save' at the bottom:

To enable Automatic External Forwarding for Individual Mailboxes:

  1. Log in to your Office 365 Security & Compliance portal for Microsoft 365 and choose Threat management -> Policy -> Anti-spam just like before.
  2. Click 'Create policy' and choose 'Outbound' as shown below:
  3. Give your new outbound spam filter policy a name and a description. Then click 'Next' and search to find the user account you want to allow to forward which will display under the Users field after you select it.
  4. Click 'Next' again, scroll to the Forwarding rules section, and click the dropdown under Automatic forwarding rules. Choose 'On - Forwarding is enabled', then click 'Next'.
  5. Review the settings on the last screen and click 'Create'. All set!

Outlook.com
  1. Log in to outlook.com using your support email address
  2. Click on the gear icon in the top right corner
  3. Click 'Options' in the drop-down menu

  1. On the left side of the screen, click 'Mail', then 'Accounts', then 'Forwarding'
  2. Click on the 'Start forwarding' option and paste that {random long id}@emails.gorgias.com email address from Gorgias. You will see the exact email with the number id when you set up the integration in Gorgias and click on the 'Connect this email account' button

  1. Click 'Save' and you're all done!

Outlook - Web App
  1. In the Outlook Web App, click Settings -> Options -> Organize Email -> Inbox Rules
  2. On the Inbox rules tab click the arrow next to the plus (+) symbol and select 'Create a new rule for arriving messages'
  3. Under When the message arrives select 'Apply to all messages'
  4. Under Do the following select 'Redirect the message to'
  5. Select the address you want your mail sent to by double-clicking it in the address book view. For Gorgias, this should be the email address shown in the Integration section when adding that default long Gorgias email address. If the address you want to redirect to isn’t in the address book, you can enter the email address in the 'To' line at the top of the window
  6. Click 'OK' to save your selections and return to the new rule window
  7. Click 'Save' to save your rule and return to the Inbox rules tab

Perfect! You can now head over to Gorgias and start responding to your customers’ emails.

Please do not set up forwarding for Outlook via the desktop app, as this can cause multiple issues.

Microsoft Exchange

If you're using a hosted Microsoft Exchange server, you can follow this tutorial to set up an email forwarding rule.

Zoho Mail

Please follow the instructions bellow if you're using Zoho:

  1. Log in on https://www.zoho.com/mail/
  2. Click on the gear icon in the top-right corner of the screen
  3. Click on "Mail" and then "Email Forwarding and POP/IMAP"
  4. In the Email forwarding section click "Add Email Address"
  5. Paste the default Gorgias email address in the text box and hit the Return / Enter key
  6. A confirmation email with a code will be sent to your {default random id}@emails.gorgias.com address and will appear as a Gorgias ticket. Verify that email in Zoho with the code from the ticket. After you verify the added account, email forwarding will be enabled

  1. You can choose whether you want to delete an email from your Zoho account after forwarding or retain the forwarded email in Zoho:
    • Select "No" for "Delete Zoho mail's copy" to leave a copy of the forwarded email in Zoho.
    • Select "Yes" for "Delete Zoho mail's copy", to delete the email in Zoho after forwarding to the specified email address.
If you have chosen to "Delete Zoho mail's copy" for email forwarding, the emails will be deleted immediately and will not be available for POP retrieval.
  1. Click "Save" and you'll be all set!

GoDaddy

To forward emails from GoDaddy to Gorgias, follow the instructions here.

Other email providers

Are you using an email provider that isn't listed above? Please feel free to contact us at support@gorgias.io for assistance, we'll be happy to help!


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