Set up email forwarding

Every workspace gets two addresses right away:

• a default address, support@your-workspace.chaosdesk.io, that works with no setup;
• a forwarding address, your-workspace@inbound.chaosdesk-mail.io, where you forward the address your customers already know.

Both are shown under Admin Center, Channels, Brands & email, in Your workspace addresses. Use the Copy buttons there rather than typing them: the forwarding address is the only one that routes to your workspace.

Add your address

1. Open Admin Center, Channels, Brands & email.
2. Under Support addresses, choose Add address.
3. Enter the address, for example support@example.com, a Sender name, the Brand and the group new tickets should go to.
4. Save.

Forward the mailbox

At your email provider, forward all mail for that address to your forwarding address. Use a plain forward or redirect, not "forward as attachment". You can keep a copy in the mailbox, but ChaosDesk does not need it.

• Gmail: Settings, See all settings, Forwarding and POP/IMAP, Add a forwarding address. Gmail sends a confirmation message to the forwarding address. It shows up in ChaosDesk as a ticket or in Suspended tickets: open it and click the link.
• Google Workspace (group or alias): in the Admin console, add a Gmail routing rule that changes the envelope recipient to the forwarding address.
• Microsoft 365: allow automatic forwarding in the outbound anti-spam policy first, then set forwarding on the mailbox in the Exchange admin center.
• Zoho Mail: Settings, Mail Forwarding and POP/IMAP, Add Forwarding Address, then enter the code Zoho sends (you find it in ChaosDesk).
• cPanel: Email, Forwarders, Add Forwarder.

Verify forwarding

1. Back in the Support addresses list, choose Verify forwarding in the address's row.
2. ChaosDesk sends a test message to your address. When it comes back through the forward, the status turns Verified. This usually takes a few minutes; if nothing comes back within 15 minutes the check turns Failed and you can start it again.

Any real email that arrives through the forward also verifies the address.

If verification fails

• The forward is not active yet, or your provider blocks forwarding to outside addresses (common in Microsoft 365). The reason is shown next to the address.
• Replies arrive as new tickets: your provider rewrites forwarded mail. Switch to a plain forward or redirect.

Until you verify a sending domain, replies go out from your workspace address with your own address as Reply-To.

Related

• Verify your domain (SPF, DKIM, DMARC)
• Add more support addresses
• Suspended tickets