Purpose: This guide explains how to send a full email as an attachment for troubleshooting.
Why This Helps Support
When you forward an email normally, important hidden information such as message headers, timestamps, and routing data are removed.
Attaching the original email keeps all this information intact so support can:
- Trace where the message came from or why it was delayed.
- Identify spoofing, spam, or malware issues.
- View the email exactly as you received it.
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Part 1: New Outlook (Windows and Mac)
Method 1 - Forward as Attachment
1. In your mailbox, select the email you need to send.
2. Click the More actions menu (three dots on the toolbar).
3. Choose Forward as attachment.
4. A new message opens with the selected email attached.
5. Add a short note describing the issue, then click Send.
Method 2 - Drag and Drop
1. Start a new email by clicking New Mail.
2. Resize your windows so you can see both the new message and your inbox.
3. Drag the email you want to send from your inbox into the body of your new message.
4. Confirm that the email appears as an attachment (.eml file).
5. Add your description and click Send.
Tips:
- If you do not see the Forward as Attachment option, use Drag and Drop.
- You can attach multiple messages by selecting them all before dragging.
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Part 2: Classic Outlook (Legacy Desktop Version)
Method 1 - Keyboard Shortcut
1. In your inbox, select the email you wish to send.
2. Press Ctrl+Alt+F to forward it as an attachment.
3. Add recipients, details, and click Send.
Method 2 - Ribbon Menu
1. Select the message.
2. On the Home tab, click More (or More Respond Actions).
3. Choose Forward as Attachment.
4. A new email will open with the message attached. Add notes and click Send.
Method 3 - Attach Item
1. Click New Email.
2. On the Message tab, click Attach Item, then select Outlook Item.
3. Browse to the folder and select the message you wish to attach.
4. Click OK, then add your comments and click Send.
Method 4 - Drag and Drop
1. Click New Email.
2. Drag the original email from your message list into the body of the new email.
3. Verify that the attachment appears, then send it.
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- Use the Drag and Drop or Attach Item methods instead.
- You can also save the email to your desktop as a .msg or .eml file and then attach it manually.
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Best Practice for Support Requests
- Use a subject line such as: Attached Original Email for Troubleshooting - [Short Description]
- Include when the issue occurred and any visible error messages.
- Avoid forwarding the message inline, always attach it to preserve the original format.
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Privacy Note
- Review the email before sending to ensure no sensitive or personal data is included.
- Follow company policies for handling private information.
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Quick Checklist Before Sending
- Attachment appears as a single file (.eml or .msg).
- You've included a short description of the issue.
- The message is addressed to the correct support contact.