When you want to try GoTenix on real tickets without risking your clients' mail
Pilot a new help desk on real tickets while the old one keeps running
Run real tickets in GoTenix for a week or two while your current help desk keeps working. Pick Route A, a forwarded copy of the mailbox you use now. Or pick Route B, a separate pilot mailbox. Switch over only on the day you choose.
Browse
On this page
How to do it
Pick your route and the size of the pilot.
Route A: a forwarded copy of the mailbox you use today. Route B: a new mailbox such as pilot@yourdomain. Pick who writes in: your own staff, or one friendly client who knows about the test. Pick a window of one to two weeks.
Warning: Do not connect your live mailbox as a Microsoft 365 mailbox until the day you switch. GoTenix moves each email it reads into a Processed folder. Your old system may never see it.Route A: open Admin, then Integrations, then Mail. Click Set up forwarded mail.
Type your live support mailbox in Your support mailbox. Use a real user mailbox, not a group or an alias. Click Continue and copy the forwarding address from step 2 of the page. In your mail service, add that address and turn on Forward a copy of incoming mail. Keep the original in your Inbox. GoTenix does not change anything in your mail service, you do that part. Finish the confirmation, paste an app password, and click Save and check. The article How to connect Google Workspace mail walks each click. In Microsoft 365, add the forward with your usual Exchange tools. Only mail forwarded by the mailbox you named is accepted. Anything else is dropped.
Note: Connecting this mailbox also makes it the one GoTenix sends invoices from. If you send invoices here during the pilot, they leave from this address.Route B: make a separate mailbox. Then open Settings, System, Setup Wizards. Click Connect your mailboxes.
Make the pilot mailbox in Microsoft 365. Never use help@ or support@, or any address your current help desk reads. If it is a shared mailbox, give the signing-in account Full Access first, and Send As too. In Lesson 1, click Open Mail Connections. Choose Microsoft 365 and click Set up Microsoft 365. Type the pilot address in Mailbox to connect and click Authorize a Mailbox. Give it the Help Desk function, then click Re-check.
Both routes: in Lesson 3 click Re-check. In Lesson 4 click Apply recommended to turn on Email to tickets.
Email to tickets is off until you turn it on. It needs a mail connection, a ready Help Desk mailbox and a System Email that matches a portal user. If one is missing, GoTenix refuses the switch and tells you what to fix.
Add the pilot client and the people who will write in.
Create the client. Then add each person as a contact under Users > Contacts. Mail from a sender GoTenix does not know becomes a ticket under the client called Unapproved Users. By default nothing is sent back to that sender. In Route A, every client who writes to your live mailbox is now a sender. Add only the pilot client. A sender GoTenix knows can get its normal emails, such as the New Ticket Logged acknowledgement.
Send a test email and watch the ticket arrive.
Write to the mailbox from a pilot sender. Open Service Desk > All Tickets and find the new ticket. Check who dispatch gave it to, and read the SLA control on the row. The Inbound Email card on the email log shows what happened to each message, including mail that never became a ticket. In Route A, the Mail page counts dropped emails under Dropped emails. In Route A, check the first test ticket shows your client as the sender, not your own mailbox.
Pick the reply type with care, and agree who answers.
The reply box opens on Email, which mails the reply to the real sender. Public Note answers in the client portal and sends no mail. Internal Note is for staff only. In Route A, an Email reply leaves from your live mailbox and reaches the real client. Agree who answers during the pilot: one system answers, the other watches.
Bring real mail in.
Route A: nothing to do. Each email to your live mailbox arrives as a copy. Route B: a person on your staff opens a real email in the old mailbox and clicks Forward to the pilot address. The forward must come from a staff mailbox on your company domain, in your Microsoft 365. The subject must start with FW: or FWD:. Then the ticket is filed under the original sender. A forward from a personal address is not unwrapped. Neither is Forward as attachment. The ticket is then handled as mail from the person who forwarded it.
Run the parallel week.
Your techs answer in the old system as usual, or in GoTenix if you agreed that. At the end of each day compare who dispatch picked, how the SLA clock ran and what Elise suggested. Write down what you would change before you decide.
When you are ready to switch, make GoTenix your help desk and turn the old system off.
Route A: turn the old system off. Your forward keeps working, and your mailbox keeps its own copy. Route B: open Connect your mailboxes and connect the mailbox your clients write to. Turn the old system's mail polling off in the same hour, so only one system reads it. On Autotask or HaloPSA, connect the PSA import first. The switching guide shows how.
Note: Pick a quiet day. In Route B, from then on each email in that mailbox moves to Processed when GoTenix reads it.
The pages behind each click
- How to use the Connect your mailboxes wizard →
- How to connect Google Workspace mail →
- Connect shared mailboxes through one delegate account →
- Add your first client and team →
- How to create a ticket →
- How to reply to a ticket and set its status →
- How to see who a ticket goes to and why →
- How SLA works from the tech's seat →
- What moves when you switch from Autotask or HaloPSA →
What you will have
- Run real tickets in GoTenix while your current help desk keeps working.
- Pick the right route for your shop.
- Know what happens to mail from a sender GoTenix does not know.
- Keep test replies from reaching a real client by accident.
- Switch over on the day you choose.
Why it works this way: Pilot a new help desk on real tickets while the old one keeps running
There are two safe ways in. Route A forwards a copy of your live mailbox to GoTenix. The original stays in your mailbox, so your current help desk sees everything it saw before. GoTenix reads its own copy and moves nothing in your mailbox. Route B uses a new mailbox that only the pilot uses.
Pick Route A if your live support mailbox is a real user mailbox. Nothing changes for your clients. Mail forwarded from an alias cannot be checked, so it is dropped. Pick Route B if the live address is a shared mailbox, an alias or a group. Pick it too if you want replies to leave from a separate address.
Do not connect your live mailbox to GoTenix as a Microsoft 365 mailbox until the day you switch. GoTenix moves each email it reads into a Processed folder. Your old system may never see it.
Tickets that come in by email are normal tickets. Dispatch, the SLA clocks and your automations all run on them. A ticket copied from Autotask or HaloPSA is not. It stays a read-only copy until you cut over.
You choose the day. Nothing changes for your clients until you say so.
If it did not work: Pilot a new help desk on real tickets while the old one keeps running
- No ticket appears? Check that Email to tickets is on. Check that the mailbox shows Connected and Help Desk shows Ready on the Mail page. Then send again from another account.
- Route A shows a dropped email: it did not come from the mailbox you named. Forwards from an alias are dropped too. The Mail page shows how many were dropped and when. The log does not list them.
- A ticket landed under Unapproved Users? The sender is not yet a contact or portal user of a client. Add them. Then move the ticket to the right client with the Organization field.
- A Route B forward landed under the person who forwarded it? It came from outside your company domain, or was sent as an attachment, or has no FW: or FWD: subject. Forward it again the plain way from a staff address.
- In Route B the email vanished from the Inbox: that is expected. Look in the Processed folder of the pilot mailbox.
Was this helpful?