Case Forwarding & Sending Email: Configuration and Troubleshooting

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This article will discuss the case forwarding and email sending features in Desk.com, how to configure them to work with your mail server, and how to troubleshoot issues with case forwarding or email sending, should it fail.

How does Case Forwarding work?
When you forward cases out of Desk.com using the forward feature, the email is sent using the mailbox that is selected as the default mailbox at Admin → Channels → Email → Outbound Mailbox.  The email is sent FROM the agent's login email address. You will see this in the email header as the From address.

Important Note:
You cannot select the mailbox that it goes out of, this is always the default mailbox on the site.

For example, Bob works for Desk.com support. If the agent Bob forwards a case,  the email uses the support@desk.com outbound mailbox, but the FROM address is baloisio@salesforce.com.

The reason for doing this is that when an agent forwards an email, it's usually to a 3rd party – Account manager, Executive, Vendor, IT, etc. In a lot of cases, things are discussed in the conversation that you would want to remain hidden from the customer. So Desk.com set’s the FROM address to be the agent's personal email address instead.

Can I change the FROM address to be my Desk.com site’s email address?
Proceed with caution! You can change it directly in the Case Forward Theme in Admin → Cases → Cases → Forward Themes → Your Theme. However, it is not recommended. If the email was actually replied back to the case, the conversation would be visible to the customer in the portal or the next email interaction that was sent to the customer. If you do this, you run the risk that at some point you may inadvertently display something to their customer that you didn’t want to.  For this reason, we highly recommend that you do not do it.

The most common error is permissions related:
550 5.7.1 Client does not have permissions to send as this sender.

This is not Desk.com’s error, but it is from your mail server/host back to Desk.com and is saying that the client (Desk.com with the FROM address of baloisio@salesforce.com) does not have permission to send using that from an address in the support@desk.com mailbox.

Here is an example of what you might see in your site's system logs in Admin → Settings → System Logs

Feb 8th, 2017 at 11:33AM - Fatal Error sending email (Case ID: 123456) from SMTP Server Desk.com Support (support@desk.com) ."Fatal Error sending email on SMTP Server Desk.com Support(support@desk.=.com). The system will no longer attempt to send this email. (Case ID:123456) (Email Template: System Default) (Source: delayed-be-usw1c-02.internal.desk.com-22912)\r\n\r\nDATA: \r\n\r\n\r\nHEADER: \r\nDate: Wed, 8 Feb 2017 16:33:10 +0000\nFrom: Bob <baloisio@salesforce.com>\nReply-To: baloisio@salesforce.com\nTo: joe@customer.com\nMessage-Id: <123456789012345678901234567890@support.desk.com>\nSubject: Fwd: How do I forward emails\nMime-Version: 1.0\nContent-Type: multipart/mixed; boundary=mimepart_123456789012345678901234567890\nX-Mailer: Desk.com Support Platform\r\n\r\nDEBUG: \r\n\r\n\r\n"

Notice that the FROM address is baloisio@salesforce.com but it is sending from the support@desk.com mailbox. When Desk.com tried to send this email, the mail server said that it did not have the permissions to do so. If your mail server checks the SENDER NAME, this could also be triggered if the name is incorrect. Make sure the name and character casing matches what you have on the server.

How do I correctly configure my permissions on my mail server?
Regardless of your mail server or host, you will need to repeat this for each agent email address that will be forwarding the email on your site.

In Gmail/Google Apps:
In your Gmail/Google account for your default mailbox, you need to allow “Send As” in Settings →  Accounts and Import → Send Mail As. It is up to you as to whether you want to use the “Treat as an Alias” setting. Generally speaking, you can leave it on.

https://support.google.com/a/answer/1710338?ctx=gmail&hl=en&authuser=0&visit_id=1-636222547777996457-11813386&rd=1

In Office 365:
There are three options to choose from. You should consult with your IT team to determine which one is the right setting based on your Office 365 configuration.

-Send As
-Delegate Access
-Send on Behalf of

The most common one is Send As, but you might be able to use the other two depending on their Office 365 Policies and settings.

Send As-
“Send As” will allow you to send emails from the mailbox with your agent email address as the FROM address.

https://support.office.com/en-us/article/Allow-members-to-send-as-or-send-on-behalf-of-an-Office-365-Group-Admin-help-0ad41414-0cc6-4b97-90fb-06bec7bcf590#bkmk_sendasgroup

This is the most common setting to use for the forwarding configuration and should work on a default Office 365 setup.

Delegate Access-
Delegate Access gives the user ownership permissions to the mailbox. And therefore it allows the user's email address to also be the FROM address on the mailbox.

https://support.office.com/en-us/article/Allow-someone-else-to-manage-your-mail-and-calendar-9684b670-7588-4eea-8717-9e5799047540#__toc305134741

This configuration would be used in a more advanced domain setup in Office 365.

Send on Behalf of is not commonly used.  The email would say “Sent From support@desk.com on behalf of baloisio@salesforce.com” in the FROM field.

https://support.office.com/en-us/article/Enable-sending-email-on-behalf-of-another-user-in-Office-365-c5e7749d-244e-477f-998e-55d3876c22ec

This one is dependent on your security setup in Office 365 and is not recommended/suggested. If you do need help getting this configuration to work, you would need to consult your IT team of Office 365 support.

For Exchange Users, please review this Technet Article:
https://technet.microsoft.com/en-us/library/jj919240(v=exchg.150).aspx

Additionally, for other mail server types/hosts, you would need to consult with your IT team or mail host for the similar configuration for that server type.

Additional notes about Case Forwarding:
  • You cannot run rules on forwarded emails.
  • You can edit the case forward theme at Admin → Cases → Cases → Forward Themes to change the look and feel of the theme.
  • ALL case attachments are sent with a forwarded email. You cannot pick and choose. keep this in mind as this is important to note because of size/sending limits.
  • When you forward a case, the body is added as a note directly in the case.
  • The email address that you sent it to is only noted in the case timeline.
Hopefully, this article helps you to properly configure Case Forwarding or Email Sending permissions in Desk.com.