Configuring Forwarded and Aliased Emails Accounts

Last Updated -

Desk.com is a flexible system - in this article we describe how you can use Desk.com to respond from a different email address than the the alias in which your customers contact you.

Scenario:

  1. Your customers send email to an email address (Address A) that is aliased or forwarded to another address (Address B). 
  2. Desk.com is configured to pull email from Address B.
  3. When your agents send a reply, it should come from Address A, keeping Address B hidden from those outside your organization.

Desk.com supports this common situation. Depending on your set-up, it will likely require additional configuration on your mail system. You will need to login to your mail server's setup panel to configure forwarding and mail sending permissions.  

Here is an example of configuring this with GMail or Mail from Google Apps. If you are using another mail server, you are likely to have similar configuration options.  Please consult your mail server documentation.

 

Forwarding

  1. Login to GMail as "Address A".
  2. Click the "Settings" link in the upper right of the GMail interface.
  3. Click the "Forwarding and POP/IMAP" link.
  4. Under the Forwarding section, choose the "Forward a copy" option.  In our example, we want to forward to "Address B".
  5. Add "Address B" to this list. 
  6. Gmail will send a confirmation email to "Address B".   Check your email and follow its instructions to confirm this setup. 
  7. Refresh the browser that has the GMail interface and navigate back to the "Forwarding and POP/IMAP" link. 
  8. Select "Address B" from the dropdown list and save changes.  Now all emails sent to "Address A" will automatically be forwarded to "Address B".

Send Mail As

  1. From the GMail Settings panel, click the "Accounts" link.
  2. Under the Send Mail As section, add "Address B" to the list.
  3. GMail will send a confirmation to "Address B".  Check your email and follow its instructions to confirm this setup.
  4. Refresh the browser that has the GMail interface and navigate back to the "Accounts" page.  "Address B" should now be listed as an address that "Address A" can send on behalf of.

Desk.com Configuration

  1. Login to the Desk.com Administrator panel.
  2. Create an IMAP mailbox that pulls email from "Address B".
  3. Create an SMTP server that sends as "Address A".
  4. Send a test email into the system to "Address A".  Gmail will automatically forward it to "Address B", where Desk.com will pick it up.
  5. Open this email case as an agent and reply to it.  The From address should be "Address A".
 

Related Articles:


Troubleshooting Google Apps Email / Gmail issues
SMTP Connectivity Troubleshooting