Before Kayako can start sending and receiving emails from addresses at external domains – e.g.,
support@[yourcompany].com – you need to set your email server to forward messages to Kayako. Once the forwarding is set up, you can start adding the address as a new channel in your Kayako.
In this article, we will go into detail about how to forward messages from Office 365, Outlook.com, or Microsoft Exchange Server.
Before we proceed with setting up your email forwarding, there are two important things to keep in mind with external email addresses:
- You need to set up the email forwarding directly from your email host, rather than using an automation rule in an email client like Outlook, Airmail, Thunderbird, etc. Any emails forwarded by a rule will be flagged as an automated message and suspended by Kayako's spam filters.
- If you will be sending emails from the external address, we strongly recommend you set up SPF and DKIM protection for the address. This will keep your emails from getting caught in your customers' spam filters.
If your team uses Office 365, Outlook.com, or Microsoft Exchange Server, you need to set up forwarding for any email addresses from the Outlook Web App:
Log in to your account's Outlook Web App.
NOTE: If your address is at @outlook.com, @hotmail.com, @live.com, or @msn.com., you can log in to your Outlook Live account. If your address is at a custom domain, you'll need to sign in to your company's webmail, e.g.,
Sign in to the email account you want to forward.
Click the gear icon and click the Options link.
From the sidebar, under the Accounts heading, click Forwarding.
Select the Start Forwarding radio button.
In the text box, enter your default Kayako support address:
If you want to keep a copy of all your messages in your Microsoft account, check the Keep a copy of forwarded messages box.
Click the Save button to start forwarding your messages.
Once you've set up forwarding, you can add the address to your Kayako.