What is Email Forwarding?

Email forwarding allows customer replies sent to your branded support email (e.g., support@yourcompany.com) to be automatically forwarded to Dyrect. Once configured, Dyrect receives these replies, creates or updates the corresponding Email Support ticket, and displays the conversation in the Customer Communication section.

This enables your support team to manage customer communications directly from Dyrect without switching between your email inbox and the application.

Why Use Email Forwarding?

Email forwarding helps you centralize customer communication by:

• Displaying customer replies directly in Dyrect.
• Automatically creating or updating Email Support tickets.
• Keeping the complete email conversation in one place.
• Improving support tracking and response management.

Prerequisites

Before configuring email forwarding, ensure that:

• Your branded email domain has been Verified and is Active in Dyrect.
• You have administrator access to your email provider (Google Workspace, Microsoft Outlook, Zoho Mail, etc.).

Steps to Configure Email Forwarding

1. Open Email Domains

Navigate to:

Settings → Email Domains

Locate your branded email domain.

2. Open Domain Details

Click the three-dot menu (⋮) next to your branded email domain and select View Details.

3. Configure Forwarding

Click More Actions → Set Forwarding.

A pop-up window will display your unique Dyrect Inbound Email Address.

Copy this email address, as it will be used while configuring forwarding in your email provider.

4. Configure Your Email Provider

Log in to your email provider (such as Google Workspace, Microsoft Outlook, or Zoho Mail) and navigate to the email forwarding settings.

Create a forwarding rule that forwards all incoming emails from your support mailbox to the Dyrect Inbound Email Address copied in the previous step.

If you need help configuring email forwarding for your email provider, refer to the official setup guides below:

• Google Workspace / Gmail: Automatically forward Gmail messages to another account
• Google Workspace (Admin): Redirect or forward Gmail messages to another user
• Zoho Mail: Zoho Mail – Email Forwarding Guide
• Microsoft Outlook / Microsoft 365: Set up email forwarding in Outlook on the web

Some email providers require verification before enabling forwarding. If prompted, a verification email will be sent to the Dyrect Inbound Email Address. 

5. Verify Forwarding in Dyrect

Once the forwarding rule has been created, return to the Set Up Email Forwarding window in Dyrect and click Verify Forwarding.

Clicking Verify Forwarding initiates the forwarding verification process. Your email provider will send a verification email to the Dyrect Inbound Email Address.

Once the verification email is received, complete the verification by following the instructions provided in the email. After successful verification, customer replies will automatically be forwarded to Dyrect and will create or update the corresponding Email Support ticket.

What Happens After Setup?

Once email forwarding has been successfully configured:

• Customer replies are automatically forwarded to Dyrect.
• Dyrect creates a new Email Support ticket or updates an existing one.
• The complete conversation appears under the Communication tab of the Email Support ticket.
• Your support team can continue responding directly from Dyrect.
  
  

      

Notes

Email forwarding must remain enabled for customer replies to appear in Dyrect.

Depending on your email provider, forwarding changes may take a few minutes to become active after verification.

If forwarding is disabled, customer replies will only be received in your email inbox and will not be synced to Dyrect.

FAQ

1. Will customer replies still arrive in my email inbox?

Yes. Your mailbox will continue to receive the original email while a copy is forwarded to Dyrect.

2. Which email providers are supported?

Any email provider that supports email forwarding can be used, including:

• Google Workspace (Gmail)
• Microsoft Outlook / Microsoft 365
• Zoho Mail

3. Where can I view customer replies in Dyrect?

Navigate to:

Support Tickets → Email

Open the relevant Email Support ticket and select the Communication tab to view the complete email conversation.

4. Why do I need to verify forwarding?

Some email providers require ownership verification before enabling email forwarding. This ensures that forwarding requests are authorized and secure.

5. What happens if forwarding is not configured?

If forwarding is not configured or verification is incomplete, customer replies will only be delivered to your email inbox and will not appear in Dyrect.