Mail forwarding is the most straightforward eDesk Receiving mode

Go to Settings → Channels → select the channel → Mailbox tab → Receiving mode

The channel’s eDesk address can be found on the same page


Once set up, it will automatically forward each email from the email client inbox into eDesk

01 How it Works

In the Mail Client

When the forwarding address is set up, an email is received in the email client and then forwarded to the address that has been added

The state of the ticket after it has been sent depends on the mail client

In eDesk

When the message is received from the mail client, it will show as coming from the address it was received from

02 Responding to a Message

When responding to a message that has been received by forwarding,the Sending mode must be set to verify what address the customer sees as the ‘From’ address

See here for more information on Sending Modes

03 Email Client Settings

Forwarding settings will differ depending on the mail provider

See below for instructions on popular email clients:

Gmail

Outlook