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How to set up an email channel

Start an email communication channel

By Eva
March 31, 2020

Start with zero configuration

After creating your HelpSpace account, you will be asked to forward your emails to a generic address that looks like the one below:

You can also find this address on the Settings->Channels page in your HelpSpace workspace.

Setup your support email address

Certainly, you want to receive and send messages with an existing email address like We will lead you through some simple steps and explain why it's important.

For the following part you need to be able to:

  • Login to your email and domain provider

  • Setup an email forwarder

  • Add two domain DNS-Records

If you do not know how to configure these things, just send this article to your IT-Admin.

Inbound - Forward your email address

The forwarder will pipe all messages of this particular email address to your HelpSpace workspace.

Login to your email provider and setup a forwarder for your email address. The forwarder should point to your dedicated HelpSpace inbound address. This is something like:

You will find this address on the settings page in your workspace. Depending on your email provider, these changes will take some time. Usually not more than 15 minutes.

After you have set up the forwarder, all incoming emails will appear in your HelpSpace workspace immediately.

Inbound - Forward your email address in Gmail

Login to Gmail 

  • Go to Settings (icon) > Settings 

  • Go to Forwarding and POP/IMAP 

  • Section Forwarding 

  • Click Add a forwarding address 

  • Enter the forwarding email address: 

  • Click Proceed

  • A confirmation code has been sent to  

Login to HelpSpace 

  • Check in unassigned tickets for the Gmail’s confirmation email  

  • Copy the confirmation code or click on the confirmation link 

Go back to Gmail 

  • Go to Settings (icon) > Settings 

  • Go to Forwarding and POP/IMAP 

  • Section Forwarding

  • Enter the confirmation code and click on Verify

  • Enable Forward a copy of incoming mail to and select the email address

  • Choose what you want to do with Gmail’s copy 

  • Click Save Changes (bottom of the page) 

Inbound - Forward an email address in Microsoft Outlook Web

Login to Outlook Web

  • Go to Settings > View all Outlook settings

  • Section Forwarding 

  • Click Enable forwarding 

  • Enter the forwarding email address: 

  • Choose what you want  to do with Outlook’s copy

  • Click Save 

Inbound - Forward your email address in
Microsoft 365 admin center

In the Microsoft 365 admin center, you have two options to forward emails to HelpSpace.

  1. Active teams & groups

  2. Active users

If you decide to go via active groups, you don't need an additional user subscription.

Active Groups


Login to Microsoft 365 admin center 

Step 1:

  • Go to Users > Contacts

  • Click on Add a contact 

  • Enter Display name 

  • Enter Email: 

  • Click Save 

Step 2:

  • Go to Teams & groups > Active teams & groups 

  • Click Add a group 

  • Choose group type Distribution  

  • Click Next 

  • Enter Name 

  • Click Next 

  • Enter Group email address, e.g. 

  • Enable Allow people outside of my organization to send email to this distribution 

  • Click Next 

  • Click Create group 

  • Click Close 

  • Open the group you just created

  • Click Members 

  • Click view all and manage members 

  • Click Add members 

  • Select the user you from above 

  • Click Save 

  • Click Close 

Active Users


Login to Microsoft 365 admin center 

  • Go to Users > Active users

  • Click Select a user (or create a new user)

  • Click Mail 

  • Click Manage email forwarding 

  • Check Forward all emails sent to this mailbox

  • Enter Email:  

  • Click Save 

Depending on your account, you might have to add a policy to automatically forward messages to external recipients. In Microsoft 365 Defender you create this policy.

Login to Microsoft 365 admin center 

  • Go to Users > Contacts

  • Click on Add a contact 

  • Enter Display name 

  • Enter Email: 

  • Click Save 

Login to Microsoft 365 Defender

  • Go to Policies & rules

  • Select Threat policies

  • Select Anti-spam

  • Click Create policy

  • Click Outbound

  • Enter the name of your policy

  • In the field Users, you select the contact above

  • Follow the process and finish the configuration


The email address on your mail server must be the same as the HelpSpace email channel address. Optional, you add an alias email address in HelpSpace, if you want to receive messages from additional addresses - or you create additional channels.

Outbound - Add DNS-Records as a signature

DKIM and Return-Path records prevent emails from being marked as spam

The DKIM record confirms that HelpSpace is a legitimated email sender of your domain. The Return-Path record confirms that HelpSpace is allowed to receive bounced emails so that we can provide this information back to your team.

What is an DKIM record?

DKIM (DomainKeys Identified Mail) is a method to validate the authenticity of email messages. When each email is sent, it is signed using a private key and then validated on the receiving mail server (or ISP) using a public key that is in DNS. This process verifies that the message was not altered during transit.

Emails that are signed with DKIM appear more legitimate to your recipients and are less likely to go to Junk or Spam folders.

Adding the DKIM record

Set the type to "TXT" in the dropdown menu option. Then copy the DKIM hostname and value in the TXT field.

What is the Return-Path record?

The Return-Path is the address where bounces and other email feedback are sent. The default Return-Path for emails sent through HelpSpace is

If you have a DMARC policy for your domain, you should set up a custom Return-Path to achieve SPF alignment. While you are adding the DKIM record you should also add the Return-Path record at the same time.

The Return-Path record enables us to provide important delivery feedback to your support team. Common bounce messages for instance are Mailbox out of space or Mailbox not found. Without Return-Path record, this messages will not reach your team.

Adding the Return-Path record

For your Return-Path domain, you need to create a CNAME record in DNS that points to

Delay time of DNS changes

Depending on your provider DNS changes can take up to 48 hours, but usually will be completed in a few minutes. We recommend waiting 30 minutes.

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