Microsoft 365 and Outlook.com email

1. Find your Retily address

In the app, open Settings › Email. Your built-in address is at the top, with a copy button: your workspace name, then @mail.retily.com. Email sent to it becomes a ticket, and your team’s replies go out from it.

2a. Microsoft 365: a mail flow rule

A Microsoft 365 admin sets this up once, in the Exchange admin center.

1. 1Add your Retily address as a contact: Recipients › Contacts, Add a mail contact, enter a name and the address, then Create.
2. 2Go to Mail flow › Rules, then Add a rule › Create a new rule.
3. 3Give it a name. Under Apply this rule if, choose The recipient is and pick your support mailbox.
4. 4Under Do the following, choose Add recipients › to the Bcc box and pick the Retily contact.
5. 5Click Next, then Next again, then Finish and Done.
6. 6A new rule starts disabled: open it on the Rules page and turn it on.

Your support mailbox keeps every email, and Retily gets a copy. Microsoft says a new rule can take 30 minutes or more to apply.

2b. Outlook.com: forwarding

1. 1At the top of Outlook.com, open Settings.
2. 2Go to Mail › Forwarding and IMAP. Outlook may ask you to sign in again.
3. 3Select Enable forwarding, enter your Retily address, then Save.

3. Test it

Send an email to your support address from another account. It arrives in Tickets, and the Get started step on Home ticks itself.

Connecting the mailbox with a password

Settings › Email still has Outlook / Microsoft 365 (app password only), for the few Microsoft 365 mailboxes whose admin still allows app passwords for IMAP and SMTP. Most don’t, so it usually fails: Retily then tells you to forward instead.

• Gmail, Zoho, Yahoo and most other providers connect directly: see Connect your support email.