Forward your support email to Bancroft

Keep the support address your customers already use. Your mailbox sends a copy of each email to Bancroft, each new conversation becomes a ticket, and the mailbox keeps working as it does today.

You'll need to be a workspace admin to change email settings.

1. Add your support address

1. Go to Settings → Email.
2. Under Support address, enter the address customers write to, like support@yourcompany.com.
3. Select Save.

2. Copy your forwarding address

Under Forward your support email, copy the address in Forward to. It's private to your workspace and only used by your forwarding rule. Customers never see it.

If the page says forwarding isn't turned on yet, connect your mailbox with IMAP for now. See Connect a mailbox with IMAP.

3. Set up forwarding in your mailbox

Gmail

1. In Gmail, open Settings → See all settings → Forwarding and POP/IMAP.
2. Select Add a forwarding address and paste your forwarding address.
3. Gmail sends a confirmation email to Bancroft. Shortly after, a Confirm forwarding box appears on the Email settings page with the confirmation code, and a link when Gmail includes one.
4. Enter the code in Gmail, or open the link, to approve forwarding.
5. Back in Gmail's forwarding settings, choose Forward a copy of incoming mail, keep Gmail's copy in the inbox, and save.

Outlook and Microsoft 365

1. In Outlook, open Settings → Mail → Forwarding.
2. Turn on forwarding, paste your forwarding address and keep a copy of forwarded messages.

Some Microsoft 365 organizations block forwarding to addresses outside the company. If yours does, ask your admin to add a mail flow rule instead, as described below.

Any other provider

Add a forwarding rule that sends a copy of every email to your forwarding address, and keep a copy in your mailbox so nothing changes for your team.

A Google group, shared alias or Microsoft 365 address

Groups and aliases can't forward by themselves. An admin of your email can copy their mail to Bancroft with a routing rule instead, and nothing changes for the people who already receive it.

• Google Workspace: in the Google Admin console, go to Apps → Google Workspace → Gmail → Routing. Add a routing rule for messages sent to your support address, choose to add more recipients, and add your forwarding address.
• Microsoft 365: in the Exchange admin center, go to Mail flow → Rules. Add a rule for messages sent to your support address that Bccs or redirects them to your forwarding address. Bcc keeps a copy in the original mailbox.

Routing rules can take a little while to apply.

Check that it works

Send an email to your support address from a different address, such as your personal email. Email sent from the support address itself is skipped, so Bancroft never turns its own replies into tickets.

Once the first email arrives, the card shows Receiving with the time of the last email, and the ticket waits in Unassigned. Until then it shows Waiting for the first email.

How conversations stay together

Each customer gets a confirmation email with their ticket number. Your replies carry the number too, like [#1042], so when the customer writes back their reply lands on the same ticket.

Next, verify your domain so replies come from your own address. See Send replies from your own address.