Setting up forwarding rules in Microsoft Office 365

To set up forwarding on your Office 365,

1. Login to your Microsoft Office 365 as an administrator. From the menu on top, click Admin > Exchange.

2. From the menu on the left, click Mail Flow. 

3. Under the Rules section, click the '+' (plus) button and select Create a new rule.

4. Enter the rule name. 

5. In the drop-down menu, choose the condition The recipient is to apply the forwarding rule.

6. From the next page, choose your actual support email address (support@yourcompany.com) and click OK.

7. In the drop-down menu choose 'Redirect the message to'.

8. Paste the email address Freshdesk provided (support@yourcompany.freshdesk.com or a similar one) and paste it in the 'check names' text box.

9. Now, click on the check names button label after you enter the address.

10. Now, click OK to leave this page, and click Save from the previous page. 

11. Ensure that your other users have not set up forwarding rules in their own Outlook 365 accounts on the web. Only then this forwarding rule will take effect.