How do I configure Email forwarding, while authenticating email address for IMAP support?

Updated on December 20, 2017 06:57pm by Admin

Emails that are received in the authenticated email account can be collected as a case in Apptivo Cases App using “Email to Case” option. To use this option, you need to configure it. Let's walk through the following steps to get a better understanding of this concept.

Steps to Configure " Email to Case "

  1. Log in and access Cases App from your universal navigation menu bar. 
  2. Click on the "More" icon and select Settings located at the app header bar.
    Cases Settings
  3. Click on “Email to Case” from the left navigation panel.
    email-to-case
  4. Click on the “Add” button to add the email address.
    Add-email
  5. Provide the details and click on “Authenticate” button.
    email-to-case
  6. After authenticated your email id, go back to edit page to get an "Email forwarding code."
    email-id-authenticated
  7. You can view the "Email forwarding code" near “Apptivo Email ID to forward.”
    email-forwarding-code
  8. Now copy the generated code. Navigate to your account (Gmail, Yahoo, Outlook, etc.) and move on to "Settings" page.
  9. Now select “Forwarding and POP/IMAP” tab and click on “Add a Forwarding Address.”
    settings-page
  10. Paste the email forwarding address as shown in the image:
    email-forwarding-address
  11. Now a pop-up window will appear, click on the "Proceed" button to receive an acknowledgment email with a confirmation code.
  12. Now  you can view the code on the homepage dashboard's "Emails" inbox as shown in the following image:
    verification-code
  13. Copy and paste the code in the “Verify code” field of your Gmail account, as shown in the next image:
    verification-code
  14. You have to manually select the "Forward a copy of incoming mail to" option (By default "Disable forwarding" option will be enabled).
    enable-email-forwarding
  15. Now all your emails received in your Email account will be immediately collected into apptivo account. Also, log a case automatically.