> ## Documentation Index
> Fetch the complete documentation index at: https://university.triggr-app.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Mail Forwarding
> Forwards a mailbox's incoming mail to another address in your client's Exchange Online, with or without a copy left in the mailbox.
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](/core/get-started/connect-microsoft-365), with [Exchange access](/core/reference/microsoft-faq#exchange-online) for the client.
## What the form asks
| Field | |
| - | - |
| Mailbox | Required, always on. The mailbox to forward from, picked from the client's users |
| Forward to | Required, always on. The address its mail goes to; it can be outside the client |
| Keep a copy in the original mailbox? | Always on. Starts on No, which forwards without keeping a copy; Yes keeps one |
| Reason / ticket reference | Optional by default. For your records and the approver; not sent to Microsoft |
## 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](https://learn.microsoft.com/en-us/defender-office-365/outbound-spam-policies-external-email-forwarding). Forwarding inside the client isn't affected.
## Configure it
Go to **Config**, choose Mailboxes and click Mail Forwarding.
| Setting | Where | What it does |
| - | - | - |
| Availability | Header | Internal only, Public form only, Internal + public or Disabled. List on homepage needs a public form. Base config only |
| Mailbox, Forward to, Keep a copy in the original mailbox? | Form config | Always on: the automation needs them |
| Reason / ticket reference | Form config | Hidden, Optional or Required. Can differ per client |
| Add field, Add section | Form config | Your own questions. They're saved with the request and can go in ticket templates, but aren't sent to Microsoft. Add client section asks one client only |
| Approval | Approval | None runs on submit. Internal waits for a teammate or group; External waits for the client's approver, set on each client. Conditional overrides use a different approval when the answers match |
| Ticketing | Ticketing | Create a PSA ticket for each run, with its type, priority, status, subject and body. Log actions to the ticket adds an internal or public note as each action completes |
| User directory filters | User directory filters | Which users the Mailbox picker lists: licensed, active, no guests, and not in the Entra roles you exclude. Exclude specific users at a client's scope |
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](/core/get-started/configure-user-onboarding#settings-for-each-client).
## 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](https://learn.microsoft.com/en-us/defender-office-365/outbound-spam-policies-external-email-forwarding), 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](/core/reference/microsoft-faq#exchange-online).
## Related
* [Workflow catalogue](/core/reference/workflow-catalogue)
* [Run a workflow](/core/use/run-a-workflow)
* [Executions](/core/use/executions)
* [User Offboarding](/core/workflows/user-offboarding), which can forward a leaver's mail as part of offboarding
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