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Configuring Office365 Hosted Exchange with Zendesk

posted this on June 22, 2012 11:34

Updated Video!


  1.  Inside your Office365 account you will want to create a support mailbox for your organization.
  2. Create a Mail Contact as well. The mail contact should have an external email address that is the support address for your Zendesk (ie:
  3. On the top right, where you see the name of the currently logged in user, select "Another User" from the drop down.
  4. Select the support user that you created in step 1
  5. This should open a new window where you are now managing the "Support" user. Select "Organize Email" from the left side of the screen.
  6. Create a new inbox rule for that user that does the following: apply to all new mail, redirect messages to -> Mail Contact from step 2
  7. Save the rule.
  8. Open your Zendesk and click on the Gear icon in the lower left. 
  9. Under Channels click "Email"
  10. Add a support address for your mailbox you created in step 1
  11. Click Save.

That should be all there is needed. The flow of events is as follows:

Customer emails -> email goes to Office365 and is hit by the inbox rule -> message is redirected to the office365 mail contact -> message goes to Zendesk


The older instructions (that may or may not apply to OnPremises exchange) are shown below. 


Video Summary:

To forward mail from an Office365 hosted exchange instance to Zendesk, you'll need to do the following:

  1. Log in to an administrator account and create a support mailbox (if you already have one then skip this).
  2. Go to your mailbox and go to Options > See All Options.
  3. Change from Manage Myself to Manage My Organization.
  4. Create an External Contact and for the address enter the Zendesk email address (ie:
  5. Save the changes and go to your support mailbox. Do this by changing the manage from Manage My Organization to Manage Another User.
  6. Select your support mailbox.
  7. Create a new Inbox Rule. 
  8. Click the More Options button.
  9. Select [Apply to All Messages].
  10. Set the action to Redirect mail and choose your External Contact you created previously.
  11. Save the rule and test out your new configuration. 
Note: It might take a little longer for tickets to reach your help desk as they now have to pass through an extra "hop" to get where they are going. 


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Kalle Ekstrand


Would it not be possible to use a "distribution group" instead of a mailbox?
With the external contact as a "member"?


August 13, 2012 01:10
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@Kalle, I'm not entirely sure. I would give it a shot though and see how far you get. The only issue I can see with this is that you wouldn't have an archive of your inbound messages (something you would get if you used a mailbox).

August 13, 2012 11:42
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Toni Van de Voorde

@Adam & @Kalle .. I confirm that it works with a distribution group only!

March 15, 2013 05:30
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Josh King

@Adam, we use Office 365 and are having the issue where any emails redirected from our support email address end up in the Suspended Tickets.

I've tried following the video, however the Office 365 interface has changed completely from the above video.  I can't find anywhere called 'Manage My Organisation'.  I've set up a contact, but it's still not working.  

Any advice?

February 27, 2014 00:14
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@Josh, I need a little bit more details here so, I am going to create a ticket for you. You will get a notification soon.

March 03, 2014 16:14
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Hi Everyone!


New video posted for the new UI in office365. Hope this helps!


-Adam Panzer

March 28, 2014 12:21