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Mail Forwarding sends a mailbox’s new mail to another address, inside or outside the client, and can keep a copy in the original mailbox. Use it when someone’s mail needs to reach a colleague, for example while they’re away. It needs Microsoft 365 connected, with Exchange access for the client.

Mail Forwarding in 49 seconds: what it asks, what it does and what you get.

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What the form asks

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What it does

  1. Creates a ticket in your PSA, if Ticketing is on.
  2. Waits for approval, if Approval is Internal or External.
  3. Set Forwarding: sets the mailbox’s forwarding address in the client’s Exchange Online, keeping a copy in the mailbox if the form says Yes.
With Log actions to the ticket on, the ticket also gets a note when the run starts, after Set Forwarding and when the run completes. Exchange Online only delivers to an outside address if the client’s outbound spam policy allows automatic forwarding, and in most tenants Microsoft’s default blocks it. See Control external email forwarding. Forwarding inside the client isn’t affected.

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Configure it

Go to Config, choose Mailboxes and click Mail Forwarding.

Configure Mail Forwarding: every option, step by step (1:27).

Approval, Ticketing and User directory filters are set on Base config and apply to every client unless you override them for one. For how Base config and client overrides work, see How configuration works.

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Troubleshooting

The client’s outbound spam policy blocks forwarding outside the organisation. Ask the client’s admin to allow it for this mailbox, following Microsoft’s guide, or forward to an internal address.
Check User directory filters. Shared mailboxes usually have no licence, so for that client override the filters and untick Licensed users only, and Active users only if the mailbox’s sign-in is blocked.
The client has no Exchange connection in Triggr yet. See Exchange Online.