Email forwarding

It’s important that your business looks and feels professional in many aspects, including email. E-mail forwarding might seem like it’s not the top priority when it comes to brand presentation, but if you think about it, it makes a huge difference. Do you trust emails from addresses that don’t look official? Most people don’t, and that’s why e-mail forwarding is an important aspect of any help desk software. 

How does email forwarding work?

When you create a LiveAgent account like yourdomainname.ladesk.com, a support email that looks like support@mail.yourdomainname.ladesk.com will be assigned to you. Any email sent to this email address will be automatically converted into a Ticket. 

 In simple terms, LiveAgent’s email forwarding feature will enable you to start responding to emails immediately (through an email server that has your domain name) instead of making you wait till each email is fetched and downloaded from your email inbox. This is all possible thanks to DNS settings, TXT SPF entries, or by using your own SMTP server.

Quick forwarding setup

Here’s how you can set up email forwarding in LiveAgent:

1. Log in to LiveAgent
2. Click on Configuration (cogwheel icon in the left menu bar)
3. Click on Email
4. Click Mail Accounts
5. Click Add Email Account
6. Select Other
7. Click Set Up Email Forwarder
8. Type in the email address that you want to forward emails from
9. Go to your email settings and set the forwarding address as support@mail.LiveAgentLive.ladesk.com. If you are not sure how to do that, please contact your server admin or your server hosting company to set up such mail forwarding for you.
10. Choose the Send type. At this step, you need to decide whether you’d want to use our servers to send out the emails or your own SMTP to send out the emails. It is recommended that you use your own SMTP since our servers might get blacklisted by some providers due to the number of emails we send. If you should decide to go with our servers you’ll need to set up the SPF records on your mail account domain.
11. Once you are done with the setup click the Save button and the system will try to send out a test mail to the email address you added, using the settings you’ve selected. The point of the test is to confirm whether the email gets forwarded back to LiveAgent.

Knowledgebase resources

For more information, troubleshooting, or instructions for setting up SPF DNS, check out our knowledgebase article about email forwarding.