Outlook and Microsoft 365 mailboxes

You cannot sign in to an Outlook, Microsoft 365 or Exchange mailbox from the helpdesk the way you can with Gmail. Outlook and Microsoft 365 is listed in the app directory as Not available yet, with no date set.

Use forwarding instead#

Any support address can reach the helpdesk by forwarding, Microsoft ones included, and the helpdesk never needs access to the mailbox:

1. In the helpdesk, open Settings > Email and, under Forward mail to the helpdesk, enter your support address and select Set up forwarding. You get an address that belongs to your helpdesk.

2. In Microsoft 365, forward the support mailbox to that address, either from the mailbox's forwarding setting in the admin center or with a mail flow rule in the Exchange admin center. Microsoft 365 often blocks forwarding to outside addresses by default, so whoever manages it may need to allow it.

3. Send a test email to your support address and check that a ticket appears.

Replies go out from the helpdesk's forwarding address with your support address as the Reply-To, so customers' answers come back through your mailbox. Forward a support address from any mail provider has every step and the checks to run.

What is different from a connected mailbox#

• Older mail in the mailbox is not imported. Only mail that arrives after forwarding starts becomes tickets.

• Replies are not saved in the mailbox's Sent folder.

• The helpdesk cannot see or change anything else in your Microsoft account.

Signing in to the helpdesk with a Microsoft account is not available either; use Google or an email and password. See Access settings.