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 cPanel.
You may also forward emails from the following domains:
If there is another email service you would like us to add instructions for, please feel free to reach out to us and let us know.
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.
Many web hosts use cPanel for their administrative backend. If that is true for your domain, you need to use cPanel's forwarding feature to forward incoming messages.
To set up forwarding from cPanel:
Navigate to your domain host's cPanel login.
Log in with an administrator account.
Forwardersinto the search bar, and go to the Forwarders page.
Click the Add Forwarder button.
In the Address to Forward text box, enter the first part of the email address you want to forward. For example,
In the Domain text box, select the domain for the address.
Under the Destination heading, select Forward to Email Address.
In the text box, enter your default Kayako support address:
Click the Add Forwarder button to start forwarding your messages.
Once you've set up forwarding, you can add the address to your Kayako.