Create a Passthrough Environment for a Helpdesk Mailbox in Shield

Details

Helpdesk addresses typically require receipt of all mail, regardless of whether a message is scored as a High-Risk level. The instructions below describe how to configure a Shield user to receive all mail.

Workflows and/or the Maximum or Passthrough Protection Level may affect the location and/or designation of individual messages.

This article applies to Shield organizations deployed before July 22, 2026. Organizations deployed or updated on or after this date can turn Shield off for the user.

Passthrough Protection

Ensure the user is set to Passthrough Mode in their Profile. This results in no filtering for the account.

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Changing any user to Passthrough Mode will allow all mail, including mail with Dangerous Results, to be delivered to the Inbox. Please exercise caution when choosing to set a user's Protection Level to Passthrough Mode.

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