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Connect your mailbox using email forwarding

NeetoDesk can receive emails from almost any email provider.

Gmail or Microsoft 365

If your inbox is hosted by Gmail or Microsoft 365, we recommend connecting it directly to NeetoDesk. During mailbox setup, choose Connect with Google or Connect with Microsoft.

Connecting directly only works for an inbox you can sign in to, because NeetoDesk connects the inbox of the account you sign in with. If your support address is a shared mailbox, a Microsoft 365 distribution list or a Google Group, use email forwarding instead, as described in "Shared mailboxes and distribution lists" below.

See Connect a Mailbox with Gmail/Microsoft Outlook for setup instructions.

Other email providers

If you use another email provider, such as Zoho, Proton Mail, Fastmail, Yahoo, iCloud, or a custom domain, you can forward incoming emails to NeetoDesk.

NeetoDesk gives you a unique forwarding address for your mailbox. Set up your existing email provider to forward incoming messages to this address. NeetoDesk will automatically turn each forwarded email into a ticket.

How replies are sent

When you use email forwarding, replies from NeetoDesk are sent using NeetoDesk’s mail server.

This means replies sent by your team from NeetoDesk will not appear in the Sent folder of your original email provider.

If you want replies to be sent through your own email provider and appear in your Sent folder, connect Gmail, Microsoft 365, or a custom email server directly to NeetoDesk instead.

Connecting your existing inbox

  1. Go to Admin Panel > Support Channels > Mailboxes.

  2. Open the mailbox you want to connect, or click Add new mailbox to create one.

  3. Select Forward from any inbox.

  4. Enter the email address you want to forward from and click Continue.

  5. Copy the NeetoDesk forwarding address shown on the screen; it looks like support.spinkart@neetodeskemail.com.

  6. Open the inbox you want to forward from in a new browser tab.

  7. In your provider's settings, add a rule that forwards all incoming mail to the address you copied.

  8. Back in NeetoDesk, select I have done the forwarding changes. and click Test email forwarding.

NeetoDesk sends a test email to the address you entered. When it arrives back through forwarding, you'll see "Verification successful." and the mailbox is ready.

If you're not sure where to find the forwarding option in your provider, see the guides below.

Shared mailboxes and distribution lists

Shared mailboxes, distribution lists and Google Groups usually don't have their own sign-in, so they can't be connected with Connect with Google or Connect with Microsoft. Instead, set up the mailbox with Forward from any inbox as described above, and enter the shared address as the email to forward from. Then send that address's emails to the NeetoDesk forwarding address.

For a shared mailbox in Microsoft 365, turn on email forwarding for that mailbox in the Microsoft 365 admin center. Many Microsoft 365 organizations block automatic forwarding to outside addresses by default. If forwarded emails don't arrive, or senders get a bounce message saying your organization does not allow external forwarding, ask your Microsoft 365 admin to allow it.

For a distribution list or a Google Group, add the NeetoDesk forwarding address as a member of the list. In Microsoft 365, an outside address has to be added as a contact before you can add it to a distribution list.

Everyone on the list keeps getting their own copy of each email. If someone on your team replies from their own inbox instead of from NeetoDesk, they should keep the list address in To or CC so the reply reaches NeetoDesk and is added to the ticket. The customer receives the reply directly, and NeetoDesk doesn't send them a second copy. NeetoDesk only adds it as that team member's reply when it's sent from the same email address they use to log in to NeetoDesk.

Provider-specific forwarding guides

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