Microsoft 365 (Outlook) – Forward emails to Zuzana Helpdesk

What You’ll Need

• Admin access to Microsoft 365 Admin Center
• The email address you want to forward (e.g. support@yourdomain.com)
• The Zuzana forwarding address of that email address (found in Zuzana admin under Settings → Channels → E-mail, tab Email Addresses, at Forward emails to)

Step 1: Open the Microsoft 365 Admin Center

1. Go to https://admin.microsoft.com
2. Sign in with an administrator account

Step 2: Open the mailbox you want to forward

1. In the left menu, go to Users → Active users
2. Click the user or shared mailbox you want to forward (e.g. support@yourcompany.com)
3. Select the Mail tab
4. Click Manage email forwarding

Step 3: Enable email forwarding

1. Turn Forward all emails sent to this mailbox ON
2. In the forwarding address field, enter your Zuzana forwarding email address (yourteam-xxxxxxxx@inbound.zuzana.ai)
3. Click Save changes

Note: Each address in Zuzana has its own forwarding address. Use the one shown under the address you are forwarding. If you forward info@ to the forwarding address of support@, replies to those emails go out from support@. Repeat Steps 2 and 3 for every mailbox you forward.

Step 4: Fix "Blocked Forwarding" (Anti-Spam Policy)

If you’ve finished Steps 1–3 and Zuzana is still empty, Microsoft is likely blocking the redirect. You need to tell Microsoft that external forwarding is allowed.

1. Open the Security Portal: Go to the Microsoft Defender Security Center.
2. Navigate to Policies: In the left-hand sidebar, scroll down to Email & collaboration and click Policies & rules.
3. Threat Policies: Click on Threat policies, then select Anti-spam under the Policies section.
4. Edit Outbound Policy: Click on Anti-spam outbound policy (Default). A sidebar will slide out.
5. Change Forwarding Rules: Scroll to the bottom of that sidebar and click Edit protection settings.
6. Enable External Forwarding: Find the Forwarding rules section. Change the dropdown from "Automatic - System-controlled" to On - Forwarding is enabled.
7. Save: Click Save at the bottom.

Note: It can take anywhere from 15 minutes to an hour for Microsoft to propagate this change across their servers.