E-mail forwarding

E-mail forwarding is also used to redirect e-mails to a specific e-mail address. This is helpful for businessmen who have several e-mail accounts. A personalized email address can be given to different clients. It prevents the flooding of e-mails in the mailbox.

Email forwarding can be also helpful when a message needs to reach many people over time. The message can find its way to the recipients after the author hits send. It’s a great way of keeping your employees and co-workers in the loop without much-added effort.

Email forwarding in help desk software refers to the automated process of redirecting emails received at a designated email address to another specified email address. This process aids in centralizing communications, converting emails into tickets, and managing customer interactions more effectively.

How does email forwarding work?

Email forwarding operates through the configuration of email servers. When an email is sent to a designated address, the server processes rules that redirect the email to another specified address. This process can be illustrated through steps such as:

• Configuration: The initial setup involves defining forwarding rules on the email server. These rules specify the source email address and the target address to which emails should be forwarded.
• Processing: When an email is received at the source address, the server checks for existing forwarding rules.
• Redirection: If a rule is present, the server automatically forwards the email to the target address.
• Delivery: The forwarded email arrives in the target inbox, as if it was sent directly to that address.

This process can be integrated with help desk systems to convert emails into support tickets automatically. For example, systems like Zendesk or LiveAgent use email forwarding to create unique email addresses for each customer, converting incoming emails into tickets that can be managed within the system.

Benefits of email forwarding

Streamlined communication

Email forwarding facilitates the centralization of communications, allowing multiple email accounts or addresses to be managed from a single inbox. This is particularly useful for businesses that manage multiple departments or teams, each with its own email address.

Enhanced customer support

In help desk environments, email forwarding is critical for efficient customer support. By automatically converting emails into tickets, support teams can ensure that no inquiry goes unanswered and that each ticket is directed to the most qualified team member for resolution.

Improved productivity

Managing emails through a centralized system reduces the time spent switching between different email accounts. This consolidation improves productivity by allowing support agents to focus on resolving tickets rather than managing email logistics.

Integration with CRM and Sales software

Email forwarding can be integrated with Customer Relationship Management (CRM) systems and sales software, ensuring that customer interactions are tracked and managed effectively. This integration supports efficient lead management and enhances sales processes by providing a complete view of customer interactions.

Best practices for email forwarding

Define clear forwarding rules

Clearly defined forwarding rules are essential to ensure that emails are directed to the correct recipients. These rules should specify which emails should be forwarded and to whom, ensuring that important messages reach the appropriate individuals or departments.

Regularly review and update settings

Forwarding settings should be reviewed and updated regularly to reflect any changes in organizational structure or email management strategies. This practice ensures that forwarding rules remain accurate and effective.

Avoid forwarding loops

Care should be taken to avoid creating forwarding loops, where an email is forwarded back and forth between addresses indefinitely. Such loops can disrupt communication and lead to delivery issues.

Consider privacy and security

When forwarding emails, especially those containing sensitive information, privacy and security considerations are paramount. Ensure that forwarded emails are accessible only to authorized individuals and comply with relevant privacy regulations.

Email forwarding in help desk systems

LiveAgent provides a universal inbox that integrates email forwarding with ticket creation. This feature allows agents to manage emails, live chats, calls, and social media messages from a single interface, enhancing the efficiency of customer support operations. In LiveAgent, email forwarding is set up by integrating incoming email accounts, allowing for instant fetching of emails as they arrive in the inbox, offering real-time ticket creation and management.