> For the complete documentation index, see [llms.txt](https://support.suptask.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.suptask.com/integrations-automations-and-workflows/email-ticketing-setup/microsoft-outlook.md). # Microsoft Outlook How to integrate Emails from Microsoft Outlook and Microsoft 365 to Suptask ### Overview Send emails from your Microsoft 365 or Outlook address to Suptask. Every email becomes a ticket in Slack, and agent replies go back to the requester by email. [Learn more about how it works](https://support.suptask.com/integrations-automations-and-workflows/email-ticketing-setup/email-to-slack-ticketing#how-it-works) There are two ways to set this up: | Method | Best for | Who sets it up | Time | | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------- | ------------------- | ------------- | | [Forwarding in Outlook](https://support.suptask.com/integrations-automations-and-workflows/email-ticketing-setup/microsoft-outlook#forward-emails-from-outlook) | Quick setup on an existing mailbox | Mailbox owner | 5 minutes | | [Shared mailbox with a redirect rule](https://support.suptask.com/integrations-automations-and-workflows/email-ticketing-setup/microsoft-outlook#shared-mailbox-setup-recommended) **(recommended)** | Teams that want Microsoft to filter spam before emails reach Suptask | Microsoft 365 admin | 10–15 minutes | Both methods send emails to the same Suptask address: **** *** ### Before you start Add your support address to your Inbox in Suptask first. This is the address your requesters write to, for example `support@acme-inc.com`. Suptask uses it to route incoming emails to the right Inbox. [How to add the email address to your Inbox](https://support.suptask.com/integrations-automations-and-workflows/email-ticketing-setup/email-to-slack-ticketing#how-to-configure-the-email-forwarding) {% hint style="info" %} Microsoft occasionally renames menus. The labels in this guide may vary slightly from what you see. {% endhint %} *** ### Forward emails from Outlook 1. At the top of the new Outlook window, select **Settings**. 2. Select **Mail** > **Forwarding**. 3. Turn on **Enable forwarding** and enter the forwarding address: **** 4. Select **Save**. 5. Send a test email to your support address and check that a ticket is created in Suptask. {% hint style="warning" %} Getting a bounce with error 5.7.520? Your organization blocks forwarding to external addresses. Ask your Microsoft 365 admin to allow it for your mailbox, as described in Step 2. {% endhint %} {% embed url="" %} *** ### Shared mailbox setup (recommended) In this setup, emails arrive in a Microsoft 365 shared mailbox first. Microsoft checks them for spam, and a rule in the mailbox then redirects the clean emails to Suptask. Spam stays in Microsoft's Junk folder or quarantine and never becomes a ticket. **What you need** * Admin access to the Microsoft 365 admin center, the Microsoft Defender portal and the Exchange admin center (Global Admin, or Exchange Admin plus Security Admin) * The support address added to your Inbox in Suptask (see [Before you start](https://support.suptask.com/integrations-automations-and-workflows/email-ticketing-setup/microsoft-outlook#before-you-start)) * About 15–20 minutes. Some Microsoft settings can take up to an hour to take effect. *** #### Step 1: Create a shared mailbox 1. Go to the [Microsoft 365 admin center](https://admin.microsoft.com/) > **Teams & groups** > **Shared mailboxes**. 2. Select **Add a shared mailbox**. 3. Enter a name, for example **IT Support**, and the address your requesters write to, for example `support@acme-inc.com`. 4. When the mailbox is created, select **Add members to this mailbox** and add yourself. You need this to create the rule in Step 4. Shared mailboxes don't need a license. {% hint style="info" %} The address already exists? If it belongs to a user mailbox, you can convert that mailbox to a shared mailbox. If it's a distribution group or an alias on another mailbox, remove it first and then create the shared mailbox with that address. {% endhint %} *** #### Step 2: Allow external forwarding for the shared mailbox Microsoft blocks automatic forwarding to external addresses by default. This step allows it for the shared mailbox only. The rest of your organization is not affected. 1. Go to the [Microsoft Defender portal](https://security.microsoft.com/) > **Email & collaboration** > **Policies & rules** > **Threat policies** > **Anti-spam**. 2. Select **Create policy** > **Outbound**. 3. Name the policy, for example **Suptask forwarding**. 4. Under **Users**, add the shared mailbox from Step 1. 5. Under **Forwarding rules**, set **Automatic forwarding rules** to **On – Forwarding is enabled**. 6. Save the policy. *** #### Step 3: Limit forwarding to Suptask (optional) Use this step if your organization wants to control which external domains mailboxes can forward to. It also makes sure attachments arrive correctly. 1. Go to the [Exchange admin center](https://admin.exchange.microsoft.com/) > **Mail flow** > **Remote domains**. 2. Select **Add a remote domain**. 3. Name it **Suptask** and enter the domain **suptask-mail.com**. 4. Select **Allow automatic forwarding**. 5. Set **Use rich-text format** to **Never**. This prevents attachments from arriving as a `winmail.dat` file. 6. Save. {% hint style="warning" %} The Suptask remote domain on its own does not block forwarding to other domains. To allow forwarding only to Suptask, also turn off Allow automatic forwarding on the Default remote domain. This applies to your whole organization, so check with your security team first. {% endhint %} *** #### Step 4: Create the redirect rule in the shared mailbox 1. Open [Outlook on the web](https://outlook.office.com/). 2. Select your profile picture > **Open another mailbox** and enter the shared mailbox address. 3. In the shared mailbox, go to **Settings** > **Mail** > **Rules** > **Add new rule**. 4. Name the rule **Redirect to Suptask**. 5. Condition: **Apply to all messages**. 6. Action: **Redirect to**, then enter **** 7. Save. {% hint style="danger" %} Use **Redirect to**, not Forward to\ Redirect keeps the original sender. This makes sure the ticket shows the right requester and that email replies thread on the same ticket.\ Create the rule inside the shared mailbox, not in your personal mailbox. {% endhint %} *** #### Step 5: Test the setup Send all test emails from an external account, for example a personal Gmail address. Emails sent from inside your Microsoft 365 organization are not checked for spam. 1. **New ticket:** Send an email to the shared mailbox address. Check that a ticket is created in Suptask with the correct sender, subject and content. 2. **Reply threading:** Reply to the ticket from Suptask, then reply back from the external account. Check that the reply lands on the same ticket. 3. **Spam filtering:** Send an email that contains only this standard spam test string: ``` XJS*C4JDBQADN1.NSBN3*2IDNEN*GTUBE-STANDARD-ANTI-UBE-TEST-EMAIL*C.34X ``` The email should end up in the shared mailbox's Junk folder or in quarantine, and no ticket should be created. Some email providers refuse to send this message. If that happens, try another external account. *** #### Step 6: Turn off your previous setup If you already sent emails to Suptask another way, turn it off once the tests pass. Otherwise each email creates two tickets. * **Forwarding in Outlook:** Turn off **Enable forwarding** in the mailbox's **Settings** > **Mail** > **Forwarding**. * **Mail flow rule:** Disable the rule in the Exchange admin center > **Mail flow** > **Rules**. *** ### Troubleshooting **Bounce with error "5.7.520 Access denied, Your organization does not allow external forwarding"**\ The outbound policy from Step 2 isn't active yet, or the shared mailbox isn't included in it. Check the policy and wait up to an hour. **Emails reach the shared mailbox but no ticket is created**\ Check that the rule is in the shared mailbox (Step 4), not your personal mailbox, and that the action is **Redirect to** with ****. Also check that the shared mailbox address matches the address added to your Inbox in Suptask. **A real email didn't create a ticket**\ Microsoft may have marked it as spam. Check the shared mailbox's Junk folder and the quarantine in the Defender portal. Marking the email as **Not junk** helps Microsoft's filter learn. **Duplicate tickets**\ An earlier forwarding setup is still active. See Step 6. **We are receiving too much spam into Suptask**\ Change your forwarding method to use the Shared mailbox instead, as it will allow Microsoft to filter out spam emails before forwarding them to Suptask. [See Shared mailbox setup](#shared-mailbox-setup-recommended) **Attachments arrive as winmail.dat**\ Complete Step 3 and set **Use rich-text format** to **Never**. Still stuck? [Contact Suptask Support](https://support.suptask.com/getting-started/contact-support). *** ### Related articles {% content-ref url="/pages/NNJTFl0r87H8X4RZ1tTM" %} [Email-to-Slack Ticketing](/integrations-automations-and-workflows/email-ticketing-setup.md) {% endcontent-ref %} {% content-ref url="/pages/hu2VGV25alxtNMaC0bXA" %} [Gmail & Google Workspaces](/integrations-automations-and-workflows/email-ticketing-setup/how-to-configure-the-email-integration-for-gmail-and-google-workspaces.md) {% endcontent-ref %}