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Forward mail from your Microsoft 365 shared mailbox to your Ravenna channel email address so tickets are created automatically. You can find your channel email address in your channel’s .

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Prerequisites

  • Inbound email enabled on your Ravenna channel
  • Your channel email address copied from channel settings
  • Microsoft 365 admin access (Microsoft 365 Admin Center or Exchange Admin Center)

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Shared mailbox forwarding

1

Open the Microsoft 365 admin center

Sign in to the Microsoft 365 admin center.
2

Navigate to Active users

Go to Users > Active users. Shared mailboxes also appear here.
3

Select the mailbox

Click the shared mailbox (or user mailbox) you want to forward from.
4

Open email forwarding settings

Select the Mail tab, then click Manage email forwarding.
5

Enable forwarding

Turn on Forward all emails sent to this mailbox.
6

Enter the Ravenna address

Enter your Ravenna channel email address in the forwarding address field.
7

Choose copy behavior

Check Keep a copy of forwarded emails if you want to retain messages in the original mailbox. This is recommended so you have a backup of all messages.
8

Save changes

Click Save changes.
Shared mailboxes do not require a license for forwarding.
Microsoft 365 blocks forwarding to external addresses by default. If emails are not arriving in Ravenna after setup, your admin needs to allow external forwarding. In the Microsoft Defender portal, go to Email & collaboration > Policies & rules > Threat policies > Anti-spam, select the outbound spam filter policy, and set “Automatic forwarding rules” to On - Forwarding is enabled.

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Verify and troubleshoot

Verify your setup and troubleshoot common forwarding issues

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Troubleshooting

If forwarded emails are not arriving in Ravenna, Microsoft 365 blocks external forwarding by default. Check the outbound anti-spam policy as described in the warning above. If you use Exchange hybrid, also verify your Remote Domains settings allow automatic forwarding.
  • Verify inbound email is enabled on the Ravenna channel
  • Confirm the channel email address is entered correctly in the forwarding settings
  • Check that allowlist and guest user settings permit the sender’s address
Forwarding can strip reply headers that Ravenna uses for threading. Check the email overview troubleshooting section for threading guidance.