Start with zero configuration
Easily set up email forwarding in HelpSpace by following the step-by-step wizard during account creation. Your unique inbound email address will be provided in the wizard. Example:
xxxx-xxxx-xxxx-xxxx@xxxx.inbound.helpspace.io
If you missed this during account creation, you can still access your inbound email address by going to your HelpSpace workspace and navigating to Settings → Channels. Here, you can create a new channel or locate your existing channel with the inbound email address.
Set up your support email address
Configure your support email address, such as support@your-domain.com. We will lead you through some simple steps and explain why it's important.
Set up an email forwarder at your email provider (inbound).
Add DNS records at your domain provider (outbound).
If you are unsure about how to complete these steps, please reach out to your IT administrator for assistance. By properly configuring your support email address, you can ensure that you can effectively receive and respond to customer inquiries.
1. Set up an email forwarder at your email provider (inbound)
To ensure that all inbound messages sent to a specific email address are seamlessly routed to your HelpSpace workspace, set up a forwarder in your email provider.
Simply direct the forwarder to your dedicated HelpSpace inbound address, which can be found in Settings → Channels → Channel in your workspace.
xxxx-xxxx-xxxx-xxxx@xxxx.inbound.helpspace.io
This process may take a few minutes to take effect, depending on your email provider. Once the forwarder is set up, all incoming emails will be visible in your HelpSpace workspace.
Follow these step-by-step instructions for setting up email forwarding in
Google Gmail
Microsoft Outlook
Microsoft 365
Google Gmail
Go to Gmail
Go to the settings gear icon in the top-right corner of your Gmail account.
Click on See all settings.
Select the Forwarding and POP/IMAP tab.
Click on Add a forwarding address.
Enter your dedicated HelpSpace inbound address
xxxx-xxxx-xxxx-xxxx@xxxx.inbound.helpspace.ioand click Next.Click Proceed and then OK to confirm the forwarding address.
Go to your HelpSpace workspace
Go to Tickets → Unassigned and check for the Gmail’s confirmation email
Copy the confirmation code or click on the confirmation link
Go back to Gmail settings page from above
Enter the confirmation code and click on Verify
Enable Forward a copy of incoming mail to and choose the email address you just added.
Click Save Changes at the bottom of the page.
Microsoft Outlook Web
Go to Microsoft Outlook Web
Go to Settings → View all Outlook settings
Section Forwarding
Click Enable forwarding
Enter the forwarding email address:
xxxx-xxxx-xxxx-xxxx@xxxx.inbound.helpspace.ioChoose what you would like to do with Outlook’s copy
Click Save
Microsoft 365 admin center
In the Microsoft 365 admin center, you have two options to forward emails to HelpSpace.
Active teams & groups
Active users
If you decide to go via active groups, you don't need an additional user subscription.
Active Groups
Login to Microsoft 365 admin center
Step 1:
Go to Users > Contacts
Click on Add a contact
Enter Display name
Enter Email:
xxxx-xxxx-xxxx-xxxx@xxxx.inbound.helpspace.ioClick Save
Step 2:
Go to Teams & groups > Active teams & groups
Click Add a group
Choose group type Distribution
Click Next
Enter Name
Click Next
Enter Group email address, e.g. support@your-domain.com
Enable Allow people outside of my organization to send email to this distribution
Click Next
Click Create group
Click Close
Open the group you just created
Click Members
Click view all and manage members
Click Add members
Select the user you from above
Click Save
Click Close
Active Users
Login to Microsoft 365 admin center
Go to Users > Active users
Click Select a user (or create a new user)
Click Mail
Click Manage email forwarding
Check Forward all emails sent to this mailbox
Enter Email:
xxxx-xxxx-xxxx-xxxx@xxxx.inbound.helpspace.ioClick Save
Depending on your account, you might have to add a policy to automatically forward messages to external recipients. In Microsoft 365 Defender you create this policy.
Login to Microsoft 365 admin center
Go to Users > Contacts
Click on Add a contact
Enter Display name
Enter Email:
xxxx-xxxx-xxxx-xxxx@xxxx.inbound.helpspace.ioClick Save
Login to Microsoft 365 Defender
Go to Policies & rules
Select Threat policies
Select Anti-spam
Click Create policy
Click Outbound
Enter the name of your policy
In the field Users, you select the contact above
Follow the process and finish the configuration
Note
The email address on your mail server must be the same as the HelpSpace email channel address. Optional, you add an alias email address in HelpSpace, if you want to receive messages from additional addresses - or you create additional channels.
2. Add DNS records at your domain provider (outbound)
Implementing DKIM and Return-Path records is crucial in ensuring that emails sent from your domain through HelpSpace are not marked as spam.
The DKIM (DomainKeys Identified Mail) record authenticates the identity of HelpSpace as a legitimate email sender on behalf of your domain. This helps to prevent phishing and email spoofing.
The Return-Path record, on the other hand, confirms that HelpSpace is authorized to receive bounced emails on your behalf. This allows us to provide feedback to your team on any undelivered emails, thereby improving the overall efficiency of your email communications.
Adding the DKIM record
Set the type to "TXT" in the dropdown menu option. Then copy the DKIM hostname and value in the TXT field.Adding the Return-Path record
For your Return-Path domain, you need to create a CNAME record in DNS that points to pm.mtasv.net.Delay time of DNS changes
Depending on your provider, DNS changes can take up to 48 hours, but will usually be completed in a few minutes. We recommend waiting 30 minutes.
Note
What is an DKIM record?
DKIM (DomainKeys Identified Mail) is a method to validate the authenticity of email messages. When each email is sent, it is signed using a private key and then validated on the receiving mail server (or ISP) using a public key that is in DNS. This process verifies that the message was not altered during transit.
Emails that are signed with DKIM appear more legitimate to your recipients and are less likely to go to Junk or Spam folders.
What is the Return-Path record?
The Return-Path is the address where bounces and other email feedback are sent. The Return-Path for emails sent through HelpSpace will be displayed during the channel setup process.
If you have a DMARC policy for your domain, you should set up a custom Return-Path to achieve SPF alignment. While you are adding the DKIM record, you should also add the Return-Path record at the same time.
The Return-Path record enables us to provide important delivery feedback to your support team. Common bounce messages for instance are Mailbox out of space or Mailbox not found. Without Return-Path record, this messages will not reach your team.
