Your customers should be able to keep emailing a friendly address like support@yourcompany.com — and you can keep that address while NexerIQ handles the tickets. The trick is a simple forwarding rule: everything that lands in your support mailbox is passed on to your NexerIQ help desk intake address, where each message becomes a ticket. This guide walks you through setting that up in Microsoft 365 (Office 365) and in Gmail / Google Workspace, and flags the two spots that usually trip people up.

How it works

Each help desk inbox in NexerIQ has an intake address on the cms.nexeriq.com domain, like yourorg_yourcompany_support@cms.nexeriq.com. When your mail system forwards a customer's message there, NexerIQ creates the ticket with the original customer as the requester — not your forwarding mailbox — because it reads the message itself, not just who delivered it. Replies thread onto the same ticket automatically.

Find your intake address

1. Go to Settings → Help Desk and open the inbox in the Inboxes card.
2. The Intake address is shown in the form with a copy button.

Forward from Microsoft 365 (Office 365)

Set the rule on the mailbox that receives your support email (for example the shared mailbox support@yourcompany.com):

1. Sign in to Outlook on the web as that mailbox (or open the shared mailbox).
2. Go to Settings → Mail → Rules and choose Add new rule.
3. Name it, e.g. Forward support mail to NexerIQ.
4. Condition: Apply to all messages.
5. Action: Redirect to (preferred over "Forward" — it keeps the original sender, so the ticket opens under your customer's name) and paste your intake address.
6. Save the rule.

Important — external forwarding is blocked by default. Microsoft 365 blocks automatic forwarding to outside addresses. A Microsoft 365 administrator needs to allow it — either by permitting automatic forwarding in the outbound anti-spam policy for that mailbox, or (most reliable) by creating a mail flow (transport) rule in the Exchange admin center that redirects the mailbox's mail to your intake address.

Forward from Gmail / Google Workspace

1. Sign in to the Gmail account that receives your support email.
2. Go to Settings → See all settings → Forwarding and POP/IMAP.
3. Click Add a forwarding address and paste your intake address, then confirm.
4. Gmail sends a confirmation code to that address to prove you own it. Because the intake address is a NexerIQ system mailbox rather than one you open yourself, ask your NexerIQ administrator or support to read the code back to you.
5. Once confirmed, turn on Forward a copy of incoming mail — or, better, create a filter (Settings → Filters and Blocked Addresses → Create a new filter) so only genuine support mail is forwarded.

On Google Workspace, an admin may also need to allow forwarding to external domains in the Admin console.

If a forwarded message doesn't become a ticket

• Confirm the rule is active and the intake address is exact — a typo in the slug or company name means the mail routes to your default inbox or nowhere.
• Check the mailbox's rule history or Sent items to confirm the redirect actually fired.
• Automatic replies (out-of-office and similar) are deliberately ignored — they never become tickets.
• Give it a moment; if it still doesn't appear, contact NexerIQ support with the date and sender so we can trace it.

Tip: use Redirect (Microsoft 365) or plain forwarding (Gmail) rather than manually forwarding individual emails. A manual forward makes you the sender, so the ticket would open under your name instead of the customer's.