Forward email to Protodesk
Route messages from your customer-facing support address into Threads and verify the forwarding path.
Updated
Forwarding connects the address customers already use to Protodesk. Incoming messages continue to arrive at your address and are also routed into Threads.
You need workspace admin access and permission to change forwarding rules in your email provider.
Before you begin
Open Settings → Email and save your customer service email address. Protodesk generates a unique forwarding address for the workspace. Copy that address exactly.
Create the forwarding rule
Configure your provider to forward mail from your customer service address to the Protodesk forwarding address.
- Gmail: Open Settings → See all settings → Forwarding and POP/IMAP, then add the forwarding address. Gmail may send a confirmation message that appears as a ticket in Protodesk. Approve it, finish the forwarding rule, and save.
- Outlook: Open Settings → Mail → Forwarding, enable forwarding, paste the Protodesk address, and save. You can keep a copy of forwarded messages in Outlook.
- Yahoo Mail: Open Settings → More Settings → Mailboxes, select the mailbox, and add the forwarding address.
- Zoho Mail: Open Settings → Mail → Email Forwarding, add the forwarding address, and save.
- Google Workspace or another managed provider: Use the admin routing controls to forward the customer-facing address. In cPanel, use Email → Forwarders.
Menu names can change between provider versions. The important result is that every message sent to your support address reaches the Protodesk forwarding address.
Verify the connection
- Return to Settings → Email.
- Under Receiving emails, select Test & verify forwarding.
- Wait while a test message travels through your forwarding rule.
- Confirm that Protodesk shows Forwarding verified.
The round trip can take up to 90 seconds. If Protodesk does not detect it, check the rule and try again. Use I've set it up only when you have independently confirmed that forwarding works.
[!NOTE]
Approving a provider's forwarding destination does not always enable the forwarding rule. Return to the provider and make sure the completed rule is turned on.
Confirm with a customer-style test
Send a new message from an unrelated email account to your customer service address. Confirm that it appears as a conversation in Threads. This final test catches rules that only forward some messages or apply to the wrong mailbox.
Related articles
- Set up your support emailForward customer email into Threads, verify your sending domain, and test inbound and outbound delivery.
- Configure notification deliveryChoose notification channels by category, set quiet hours, and schedule your daily digest.
- Manage your Protodesk email preferencesChoose which product, billing, team, operational, digest, and promotional emails you receive from Protodesk.
- Test and troubleshoot email deliveryCheck both directions of your email connection and diagnose forwarding, DNS, bounce, and delivery problems.
- Add alternate email and BCC addressesRoute additional same-domain support addresses into one workspace and copy outbound replies for record-keeping.