Support Help

Mail Forwarding from your E-mail Client

Create support tickets in Zoho Support for e-mails sent to your own support e-mail address. Configure a mail forwarding rule(with your e-mail provider) to route e-mails received in your mail client to an equivalent e-mail address in Zoho Support. Take a look at the below illustration.

Your Support E-mail Address Equivalent E-mail in Zoho Support
support@mycompany.com support@mycompany.zohosupport.com
sales@mycompany.com sales@mycompany.zohosupport.com
escalation@mycompany.com escalation@mycompany.zohosupport.com
billing@mycompany.com billing@mycompany.zohosupport.com

When your customer sends in an e-mail to sales@mycompany.com, it can be forwarded to its equivalent support e-mail address in Zoho Support - sales@mycompany.zohosupport.com.

Configuring your Forwarding Rule

The steps involved in configuring the forwarding rule, varies from one e-mail provider to another. Let us look at the configuration required for select providers below.

Outlook connected to an Exchange Server

You need to setup a redirect rule to forward your support e-mails to Zoho Support when you're using Outlook connected to an Exchange server. If you're using Outlook 2007, do follow the steps involved in setting up a redirection rule from here.

Besides setting up the redirection rule, you can as well configure mail forwarding on your Exchange mailbox, by following the steps mentioned below:

  1. Create a contact in Active Directory(Microsoft's Directory Server) by the name Zoho Support with the following e-mail address - support@mydomain.zohosupport.com
  2. Now, activate mail forwarding on support@mycompany.com under the user properties in the Active Directory

You can learn more about forwarding e-mails to a mail enabled contact from here.

Here is one another way for setting up mail forwarding by creating a contact but, without creating an Exchange mailbox or configuring the Outlook client to forward.

To forward emails from Active Directory follow the steps mentioned below:

  1. Create a contact called Zoho Support in Active Directory with the e-mail address - support@mydomain.zohosupport.com
  2. Now create a new Global Distribution Group with one of your local e-mail address, say helpdesk@mydomain.com
  3. Associate the contact created in Step (1) as a member of this new Global Distribution Group

With this setup, emails sent to helpdesk@mydomain.com will be forwarded to support@mysubdomain.zohosupport.com

Note:

  • The above setup works good with Office 365. However it requires you to set the Return-Path value to the sender of the message which can be accomplished by following Method 2 under Resolution here.

Office 365 Hosted Exchange

You can forward e-mails to Zoho Support if you're using an Office 365 hosted exchange for your business.

To configure forwarding in Office 365 follow the steps mentioned below:

  1. Login into Microsoft Office 365 account with administrator credentials
  2. Create your support mailbox for Office 365. If you have already created one, kindly ignore this step
  3. Go to Options >> See all Options from the right top corner
  4. In the following screen, click Manage Myself option and choose My Organization
  5. In the Manage My Organization view, click External Contacts. This External Contact will relay e-mails from your organization to Zoho Support
  6. Provide the External e-mail address as support@mycompany.zohosupport.com and click Save
  7. Click Manage menu and select Another User to create a new rule for e-mails arriving into your mailbox
  8. From the pop-up window, double click your support mailbox
  9. In the following page, select Organize E-mail from the options listed towards your left
  10. On the Inbox Rules tab, click New to create a rule for arriving messages
  11. Under When the message arrives, select Apply to all messages
  12. Under Do the following, select Redirect the message to
  13. Select the address you want your e-mails be sent to, by double-clicking on it in the address book view. For Ex, the email address would be support@mycompany.zohosupport.com
  14. Click Ok to save your settings and return back to the new rule window
  15. Click Save to save your rule and to apply it to all future e-mails

Here you go. Now you can send an e-mail to your support mailbox to see them relayed to Zoho Support successfully.

Goole Mail aka Gmail

A lot of businesses today, use Google Mail for their support center. And did you know? you can forward e-mails received at Google Mail to Zoho Support automatically. Yes, and it requires you to setup mail forwarding under the Setup section in your Google Mail console. Here is an abstract of setup instructions pulled up directly from Google's Support page

  1. Click the gear iconin the upper right, then select Settings
  2. Click the Forwarding and POP/IMAP tab
  3. From the first drop-down menu in the "Forwarding" section, select 'Add a Forwarding Address'
  4. Enter the email address to which you'd like your messages forwarded
  5. For your security, we'll send a verification to that email address
  6. Open your forwarding email account, and find the confirmation message from the Gmail team
  7. Click the verification link in that email
  8. Back in your Gmail account, select the 'Forward a copy of incoming mail to...' option and select your forwarding address from the drop-down menu
  9. Select the action you'd like your messages to take from the drop-down menu. You can choose to keep Gmail's copy of the message in your inbox, or you can send it automatically to All Mail or Trash
  10. Click Save Changes

Note:

  • You will receive a verification e-mail at support@mycompany.zohosupport.com once you'd setup mail forwarding in your Google Mail account. Please find this e-mail created as a ticket under 'Open Tickets' view in Zoho Support.

Google Apps E-mail Group

You can configure e-mail routing for your domain, if you're a customer of Google Apps for Business. Follow the quick steps mentioned below to configure e-mail routing or click here for a more detailed setup instruction from Google's Support page.

  1. Sign-in to your Google account to access the admin console
  2. Go to Settings >> Gmail
  3. Click Default Routing, to add a new route
  4. From the drop-down list, select Single Recipient and add the e-mail address you would like to use in Zoho Support
  5. Under the section If the envelope recipient matches the above, select Modify Message from the drop-down
  6. Click the check box Add X-Gm-Original-To header. This allows your agents to view the original envelope recipient, by checking the X-Gm-Original-To header in the ticket
  7. Add a custom header for X-Envelope-To. You can add the e-mail address support@mycompany.com to help you know that an e-mail is a routed one
  8. Ensure that you applied this routing rule for all e-mails
  9. Click Save & Save Changes at the bottom

Yahoo! Mail

If you're using Yahoo! Mail, follow the steps mentioned here to forward e-mails received at your Yahoo! Mail box to Zoho Support. After you'd setup forwarding, Yahoo! Mail sends an e-mail with the verification code to the address you configured to forward e-mails to. Please find this e-mail created as a ticket under 'Open Tickets' view in Zoho Support.

Note:

  • You should have subscribed to Yahoo! Mail Plus service, to have your messages automatically forwarded to Zoho Support.
  • If you continue to have problems in receiving e-mails forwarded from your Yahoo! mail account, do follow the course of action listed here.

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