> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Forward from Microsoft 365

> Forward Microsoft 365 shared mailbox and distribution group email to Ravenna using admin center settings so messages create support tickets.

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 <Tooltip headline="Inbound email settings" tip="Enable and configure email-to-ticket conversion for a channel" cta="Email overview" href="/integrations/email/overview">inbound email settings</Tooltip>.

## 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)

***

## Shared mailbox forwarding

<Steps>
  <Step title="Open the Microsoft 365 admin center">
    Sign in to the [Microsoft 365 admin center](https://admin.microsoft.com).
  </Step>

  <Step title="Navigate to Active users">
    Go to **Users** > **Active users**. Shared mailboxes also appear here.
  </Step>

  <Step title="Select the mailbox">
    Click the shared mailbox (or user mailbox) you want to forward from.
  </Step>

  <Step title="Open email forwarding settings">
    Select the **Mail** tab, then click **Manage email forwarding**.
  </Step>

  <Step title="Enable forwarding">
    Turn on **Forward all emails sent to this mailbox**.
  </Step>

  <Step title="Enter the Ravenna address">
    Enter your Ravenna channel email address in the forwarding address field.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save changes">
    Click **Save changes**.
  </Step>
</Steps>

<Info>
  Shared mailboxes do not require a license for forwarding.
</Info>

<Warning>
  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](https://security.microsoft.com), go to **Email & collaboration** > **Policies & rules** > **Threat policies** > **Anti-spam**. Select the outbound spam filter policy, then set "Automatic forwarding rules" to **On - Forwarding is enabled**.
</Warning>

***

## Verify and troubleshoot

<Callout icon="link" color="#6B7280">
  [Verify your setup and troubleshoot](/integrations/email/configure-forwarding#verify-your-setup) common forwarding issues
</Callout>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="External forwarding blocked">
    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.
  </Accordion>

  <Accordion title="Emails not creating tickets">
    * 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
  </Accordion>

  <Accordion title="Replies creating new tickets instead of threading">
    Forwarding can strip reply headers that Ravenna uses for threading. Check the [email overview troubleshooting section](/integrations/email/overview#troubleshooting) for threading guidance.
  </Accordion>
</AccordionGroup>