Forward Gmail or Outlook email into ADS

Email forwarding is the fastest, safest way to connect a support mailbox: you point your existing mailbox at a unique ADS Helpdesk address, and every incoming message becomes a ticket. ADS Helpdesk never stores your mailbox password.

Step 1: Get your helpdesk forwarding address

1. Go to Admin → Inboxes and open your email inbox (or create one with the receive method set to Email forwarding).
2. On the Connect & test step, find Your helpdesk address and click Copy.

It looks something like support-yourworkspace@inbox.adshelpdesk.com. Keep it handy for the next step.

Step 2: Add the forwarding rule

Gmail / Google Workspace

1. In Gmail, open Settings → See all settings → Forwarding and POP/IMAP.
2. Click Add a forwarding address and paste your helpdesk address.
3. Google sends a confirmation, the verification email appears as a ticket in ADS Helpdesk, so you can grab the code there.
4. Back in Gmail, select Forward a copy of incoming mail to your helpdesk address and Save changes.

Microsoft 365 / Outlook

1. In Outlook on the web, open Settings → Mail → Forwarding.
2. Tick Enable forwarding, paste your helpdesk address, and Save.
3. (Optional) Keep a copy of forwarded messages in the original mailbox.

Tip: For shared mailboxes or distribution lists, set the forward rule on the mailbox/list itself rather than an individual account.

Step 3: Send a test

Email your support address from another account. Within a few seconds it should appear as a ticket in ADS Helpdesk. Reply from the ticket to confirm the round trip, by default, replies send from the platform address and route back to this inbox automatically.

Why forwarding (instead of IMAP)?

• No passwords: you never hand over mailbox credentials.
• Instant: messages convert the moment they arrive, with no polling delay.
• Resilient: it keeps working even if you rotate mailbox passwords.

If you can't use forwarding, you can connect by IMAP instead.

Troubleshooting

• Nothing arrives: confirm the forward targets the exact helpdesk address and that any provider verification was completed.
• Replies look like they're from the wrong address: set up a custom sending domain so customers see your brand.
• Still stuck? Email sales@adshelpdesk.com.