Some emails in Outlook are not being forwarded on Gorgias

Question

We have set up an email forwarding from Outlook to Gorgias. However, there are some emails that don't get forwarded. We reached out to Gorgias Tech Support and this is what they said:

We checked the provided email headers and we can see it's missing a X-Forwarded header to indicate it was also forwarded to your base Gorgias email. Can you please ask your Email Admin/Provider to provide additional logs so we can see the full path the message took, as we can see there's a forwarding loop in the X-MS-Exchange-ForwardingLoop header: ForwardingHandled;8c2ec407-d6f1-45ee-9cb9-a5f1d0f1b2c8, but we don't have access to see exactly where the message was forwarded to in your email provider side.

Where can we find the additional logs the tech support team is asking? Can this be found on the MS Admin Dashboard or do we need to contact MS Support?

Answer 1

Hi @Kaz ,

You can find the additional logs requested by Gorgias Tech Support in the Microsoft 365 Admin Center. Specifically, you should look into the audit logs and message trace features. Here are the steps to access these logs:

1. Audit Logs:
   • Sign into the Microsoft Purview portal.
   • Navigate to Audit under Solutions.
   • Use the audit log search tool to investigate email forwarding activities. You can search for specific activities like "Set-Mailbox" with parameters related to forwarding.
2. Message Trace:
   • In the Exchange Admin Center (EAC), go to Mail flow > Message trace.
   • Run a message trace to see the path of the emails. This will help you identify where the forwarding loop might be occurring.

If you encounter any difficulties or need more detailed logs, you might need to contact Microsoft Support for further assistance. If you're an admin, you can use the Microsoft 365 Admin Center to create a support request. Go to Support > New service request.

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.