Setting Up Email Forwarding

Email forwarding lets you receive support emails at your existing address while managing them in SDesk.

How It Works

1. Customer emails support@yourstore.com
2. Your email provider forwards it to yourstore@mailbox.sdesk.app
3. SDesk extracts the original sender information
4. A ticket is created with the customer's email (not yours)
5. You reply from SDesk, and it goes directly to the customer

Your SDesk Forwarding Address

Find your unique forwarding address in Settings → Email Forwarding:

yourstore@mailbox.sdesk.app

Setup by Email Provider

Gmail / Google Workspace

1. Open Gmail Settings (gear icon → See all settings)
2. Go to Forwarding and POP/IMAP tab
3. Click Add a forwarding address
4. Enter your SDesk address: yourstore@mailbox.sdesk.app
5. Click Next, then Proceed
6. Gmail will send a verification email - SDesk will auto-verify it
7. Return to Gmail and select Forward a copy of incoming mail
8. Choose what to do with the Gmail copy (recommend: keep in inbox)
9. Click Save Changes

Outlook / Microsoft 365

1. Go to Settings → Mail → Forwarding
2. Check Enable forwarding
3. Enter your SDesk address
4. Optionally check "Keep a copy of forwarded messages"
5. Click Save

Apple iCloud Mail

1. Go to iCloud.com → Mail → Settings
2. Click Rules
3. Create a new rule: "If message is addressed to [your email]"
4. Action: "Forward to" your SDesk address
5. Save the rule

Managing Forwarding Sources

In Settings → Email Forwarding, you can:

• See all email addresses forwarding to you
• View how many tickets each source created
• Deactivate a source (stop accepting emails from it)
• Reactivate a deactivated source
• Delete a source entirely

Troubleshooting

Emails not arriving?

• Check that forwarding is enabled in your email provider
• Verify the forwarding address is correct (no typos)
• Some providers require you to verify the forwarding address first
• Check your spam folder in the original email account