Understanding Email Forwarding Mechanism in MooseDesk #

When you set up email forwarding, messages sent to your business email address will automatically appear in your MooseDesk Inbox. This ensures that all your customer communications are centralized within the app, making it easier to manage, track, and respond to messages efficiently.

How Does Email Forwarding Work? #

Here’s how it works:

• MooseDesk gives you a default address.
• By setting a forwarding rule from your original emails, you allow all mails in your email to be forwarded to that default address. 
• Then, these mails can all appear at MooseDesk Inbox.

Example: 

Meet Jane, a shop owner who handles customer emails at sales.abc@gmail.com and abc@mystore.com.  She wants to manage all her customer messages in MooseDesk to provide faster support.

Here’s how she sets it up:

1. MooseDesk gives Jane a default mail address: abc-store@email.moosedesk.com. 
2. Jane sets her emails to forward emails to this MooseDesk address.

Now when her customers, Sarah sends a request to sales.abc@gmail.com and Dan sends another to abc@mystore.com: 

1. Two emails are automatically forwarded to abc-store@email.moosedesk.com. 
2. Jane sees two messages right away in her MooseDesk Inbox and can respond quickly without switching between different email accounts.

Image 1: Adding your email(s) in MooseDesk setting

Image 2: Handling all tickets in the centralized MooseDesk Inbox

Adding new email channel #

Navigate to ‘Settings’ > ‘Channel’

From here, you can see the MooseDesk default email. You can add a new one by clicking on ‘Add new email channel’

Setting Up Email Forwarding #

Option 1 – Gmail App Password #

Note: For current users of Gmail Integration option, we highly recommend switching to this new Gmail App Password method for better connectivity and security.

Step 1: Go to the Gmail App Password option and click ‘Connect’

Step 2: Enter the email address and name, then click ‘Next‘

Step 3: You will be directed to the email channel setup screen and follow the instructions in the pop-up window. First, you turn on 2FA. 

• Click on ‘Google Account’ redirect link

• Click the tab Security and navigate to the section ‘How you sign in under Gmail’ > ‘2-Step Verification’

• Turn on 2-Step Verification

Step 4: Set up MooseDesk App Password

• Click the ‘App Password’ redirect link
• Type “MooseDesk” and click ‘Create’

• Copy the password & click ‘Finished’

Step 5: Verification

• Back to MooseDesk & paste the password
• Click ‘Verify’

Visual Setup Guide: MooseDesk Video Tutorial  #

Option 2 – Gmail Forwarding #

Manually set up forwarding email to MooseDesk:

Step 1: Go to the Gmail Forwarding option and click ‘Connect’

Step 2: Enter the email address you want to forward the tickets to MooseDesk and the displayed name, then press ‘Next‘

Step 3: You will be directed to the email channel setup screen. To complete the setup later, close the modal and click ‘Complete setup’ when ready. 

To set up now, keep this tab open and access your Gmail account in a new tab.

Step 3: Go to the settings of your Gmail account via ‘See all settings’

Step 4: Click the Forwarding and POP/IMAP tab, then add a forwarding address

Step 5: Return to MooseDesk tab and copy the default MooseDesk email address to paste it into the ‘Add a forwarding address’ field. 

Step 6: Follow the Gmail verification steps and click ‘Proceed’.

Step 7: Click the “Verification link” in MooseDesk and “Confirm” to proceed

Step 8: Go to the ‘Forwarding and POP/IMAP’ tab in Gmail settings and refresh the page.Ensure that the MooseDesk email is set as a forwarding option. Then, click ‘Save Changes’.

Note: When you go back to “Forwarding and POP/IMAP”, make sure that you are going to the settings of the Gmail that you want to connect to MooseDesk in case you have multiple Gmail addresses.

Step 9: You can then return to MooseDesk settings and click ‘Verify‘

Step 10: Once the system has checked the setup, you will be redirected to the email channel setup screen where you can customize the signature and click ‘Save.’ You are all set!

Visual Setup Guide: MooseDesk Video Tutorial #

Option 3 – Connect other providers #

Step 1: Navigate to ‘Forward from other providers,’ select ‘Connect,’ and then enter your email

Step 2: Enter the email address you want to forward the tickets to MooseDesk and the displayed name, then press ‘Next‘

Step 3: You will be directed to the email channel setup screen. In this modal, you follow these instructions:

1. Copy the default email address

2. Set up forwarding rule

If you want to set it up right away, click on ‘detailed instructions‘ to be redirected to this article and check the tutorials for the following providers: 

1. Zoho
2. Outlook + Enable external forwarding Microsoft 365
3. Hostinger
4. Godaddy

Note: If you are using any provider other than the above options, contact us for further support.

3. Verify and Confirm

After you have finished setting up, click on ‘Verify.’

You will then be redirected to the ‘Email channel setup’ screen, where you can customize your signature and verify your domain.

Verify the domain #

Domain verification is optional, but we recommend it to ensure your emails reach customers directly instead of going to spam folders.

Step 1: Search “How to add CNAME <your domain provider>” or contact our support team for guidance

For example: Search “How to add CNAME in GoDaddy”

Step 2: Copy CNAME records and add to your domain DNS

Step 3: After successfully adding in your domain, return to MooseDesk and click “Verify domain”.

Once the loading is completed, the green status “Successfully verified” will appear.

Troubleshooting Tips #

• Emails Not Forwarding: Double-check that your MooseDesk forwarding email address is entered correctly in your email provider’s settings.
• Spam Filter Issues: Ensure that forwarded emails are not being blocked by spam filters on your email provider or MooseDesk.
• Missing Emails:

1. Verify that customer emails are sent to your designated email address.
2. If no email appears in your MooseDesk Inbox, try the following:
3. Remove your current email from the MooseDesk settings.
4. Reconnect it by setting up the forwarding process again.

If the issue persists, please contact MooseDesk support for assistance.
💡 Need Help? Watch this video guide for a step-by-step walkthrough of the email forwarding setup.

Visual Setup Guide: MooseDesk Video Tutorial #

Support Channels #

If you ever need assistance, visit our Help Center for comprehensive guides or watch detailed video tutorials on our Youtube channel.

At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.