Use an Outlook Redirect Rule to Redirect Email to Help Scout

This article describes how to create a redirect rule in Outlook to move your email into Help Scout. Note that this is different than a forwarding rule in Outlook. The redirect rule insures that Help Scout is able to properly parse your email. 

If you know your Outlook Web Access (OWA) login information, you may want to consider setting forwarding there instead of relying on Outlook rules. Take a look at Forward from Office 365 Outlook Web Access (OWA) for the detailed instructions there. 

First things first: Make sure you have followed the first steps in Connect Your Custom Address and you have your Help Scout Mailbox Address ready. 

Note: You should only use a single method to get your email from Office 365 to Help Scout. If you create a redirect rule and have forwarding enabled in OWA or by your Office 365 admin, you will see duplicate emails in your Help Scout mailbox.

In this article

Microsoft 365 (formerly Office 365)

1
Find Rules in the top ribbon and choose Manage Rules & Alerts.... Note that Rules may be in a different place on your ribbon depending on your Microsoft 365 settings. The two most common versions are shown below.  

2
Click New Rule... then choose Apply rule on messages I receive under the Start from a blank rule section.  

3
Click Next without choosing any conditions then click Yes on the screen confirming that the rule will be applied to every message you receive. 

4

Click the checkbox next to redirect it to people or a public group in the top box, then click on the blue linked people or public group in the bottom box. This will bring up your address book. In the To field, enter the Help Scout Mailbox Address, click OK to select that address. Click Finish on this screen. As the last step, click OK on the Rules and Alerts window to save your new rule. 

5

That will do it - head back into Help Scout to see your emails in your mailbox! Next steps: Set up SPF and DKIM to allow Help Scout servers to send email on your behalf, or set up a Custom SMTP server to have your email sent from your own provider.

Outlook 2013 or 2016

1

Click on Rules then Manage Rules & Alerts... from the Home ribbon. 

2

Click New Rule... on the Rules and Alerts window, then click Apply rule on messages I receive on the first Rules Wizard screen. Click Next to advance the wizard. 

3

Click Next on the Rules Wizard without specifying any conditions. You will see a popup warning "This rule will be applied to every message you receive. Is this correct?" - click Yes to continue. 

4
Click the checkbox next to redirect it to people or a public group in the top box, then click on the blue linked people or public group in the bottom box. This will bring up your address book. In the To field, enter the Help Scout Mailbox Address, click OK to select that address. Click Finish on this screen. As the last step, click OK on the Rules and Alerts window to save your new rule. 

5

That will do it - head back into Help Scout to see your emails in your mailbox! Next steps: Set up SPF and DKIM to allow Help Scout servers to send email on your behalf, or set up a Custom SMTP server to have your email sent from your own provider.

Outlook 2007 & 2010

1
For Outlook 2010, click the Rules button and then select Manage Rules & Alerts. For Outlook 2007, select Tools and then Rules and Alerts.
2
In the pop-up windows:
  • Click on the New Rule button
  • Select Apply rule on messages I receive
  • Click Next
In the next pop-up window:
  • Select the checkbox next to redirect it to people or public group
  • Click the blue linked text people or public group under Step 2 in the bottom window
  • In the To field, enter the Help Scout Mailbox Address
  • Click Finish to create your rule.

3

That will do it - head back into Help Scout to see your emails in your mailbox! Next steps: Set up SPF and DKIM to allow Help Scout servers to send email on your behalf, or set up Custom SMTP to send from your own email server. 

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still stuck? How can we help? How can we help?