Megadesk Documentation

Email Routing

Forward your support email to Megadesk so every customer message becomes a ticket in your shared inbox — no need to change the address your customers already use.

Go to Settings > Email Routing and add the support address customers already write to (for example support@yourcompany.com). Then set up a forwarding rule on your email provider so that messages sent to that address are forwarded to Megadesk.

Setting up forwarding

The exact steps depend on where your support inbox lives. The links below go to each provider's documentation:

  • Gmail — Settings → Forwarding and POP/IMAP → Add a forwarding address.
  • Google Workspace — Apps → Google Workspace → Gmail → Routing → Add route.
  • Outlook / Microsoft 365 — Settings → Mail → Forwarding.
  • Proton Mail — Settings → Filters and forwarding → Forward (paid plans only).

Forward your emails to <your-team-id>@mail.getmegadesk.com.

What happens when an email comes in

  1. A new ticket is created in your shared inbox with the email's contents.
  2. Your team receives a notification.
  3. The sender receives a confirmation email with a link to view their ticket.
NoteReplies the customer sends back to that confirmation email are not currently turned into messages — they should manage their tickets through the link in the email instead.

Troubleshooting

If a forwarded email doesn't show up as a ticket, check:

  • The recipient address on the original message matches an address listed under Email Routing.
  • The forwarding rule is enabled on your email provider.
  • The forwarder preserves the original From: header. Auto-forwarding (filter rules / routing rules) preserves it; manually clicking Forward in your mail client does not.
  • The provider isn't rewriting the address for SPF/DMARC alignment. If it is, the forwarder usually has an option to enable SRS — turn it on.