M365 Shared Mailbox forwarding issues

Question

We have a shared mailbox in our organization that is hooked up to an external helpdesk address. The goal is to have mails sent to the mailbox automatically ending up in the helpdesk.

At first the issue was it wouldn't forward any mail to an external address. This was fixed with a spamfilter policy change in the security admin portal.

Things have been going smoothly and emails have been forwarded to the helpdesk. Only today I realized that mails from external sources wont get forwarded.

When checking message trace in exchange admin I can see that it never forwarded them.

Any ideas for what I can check now ?

Answer 1

Hello Dagfinn Knutsen,

Good day! Thank you for posting in Microsoft Community. I will be happy to assist you with this request.

We would like to collect some information from your side to better understand your issue, so request you to kindly provide us the below details via Private Message, so we can check your details and assist you further.

• May I know if you have created the rule as an Inbox rule from Outlook or Outlook web app? Or have you created a Mail flow/Transport rule from the Microsoft Exchange admin center?
• Kindly provide us entire screenshot of your rule, so we can help you check conditions and assist accordingly.

Also, I need to know if you tried to create another rule from emails coming from external domains to be forwarded to the Help Desk mailbox and limit the current rule to internal domains only and see if this solved your issue.

Waiting for your update, Thank you.

Answer 2

Hello Dagfinn Knutsen,

Thanks for your reply and glad to hear that your issue is now resolved.

Thank you.

Answer 3

Hi!

Thanks for the quick response. I found an issue with the helpdesk software itself. The issue is now solved.

Have a good weekend :)