Forums/Community/Community questions & answers

Answered

Gmail forwarding verify email not appearing in Zendesk

Anthony Super
asked this on June 15, 2010 16:12

Hi everyone,

I'm trying to set up email forwarding from our gmail account to Zendesk, however gmail requires that you first send a verification email to the forwarding address (e.g. support@ourcompany.zendesk.com).

The problem we're having is that the verification emails sent from gmail are not appearing in Zendesk.

If I manually send an email from my gmail account to Zendesk it works fine, so I'm not sure if the problem is with Zendesk or Gmail.

Has anyone else had this problem?

Cheers,
Anthony.

 

Comments

User photo
Anthony Super
foodstorm

I figured it out. I had to add our email domain (ourcompany.com) to the whitelist on the "user admission" page.

Kind of gets me worried about other emails that we may not recieve though...

June 15, 2010 19:00
User photo
Skip Moore
Zendesk
Googles Postini often quarantines verification emails before they get to your email box. Your mail admin will have to release them and add a rule to allow the to pass. Skip
June 16, 2010 14:13
User photo
Antonio Ortiz

Will I need to add every domain to the whitelist? What if I leave the whitelist section blank?

June 29, 2010 05:55
User photo
Skip Moore
Zendesk

Hi Antonio,

My Op's guy needs to know what the email address in order to search the logs

Skip

June 29, 2010 12:45
User photo
Antonio Ortiz

Hey Skip,

 

It was a general question. I'm in a trial period right now, so I'm just trying to figure out the best way to set things up.

 

Thanks,

Antonio

June 29, 2010 14:18
User photo
Skip Moore
Zendesk

I have set up a gmail forward before so I know it can be done. Also we use google apps mail and know that works. So it's possible.

Skip

June 30, 2010 06:37
User photo
Darrin

@Skip what filters in gmail would I use to set the forwarding so support@mydomain.com goes to support@zendesk.mydomain.com? I thought I did it correctly but Im getting the users original email sent to me plus the zendesk ticket submission email. I don't actually want the senders original email sent directly to me. 

Make sense?

August 17, 2010 04:53
User photo
Darrin
Check Answer

@skip I seemed to have figured it out. I created the forwarding address in gmail for support@mydomain.zendesk.com then a filter set to: Skip Inbox, Forward to support@mydomain..zendesk.com, Delete it.

Any issues you see with setting it up like this?

Thanks

August 17, 2010 05:21
User photo
Skip Moore
Zendesk
Check Answer

one thing to also check is the verification email google sends out for the forward often ends up in the suspended tickets because it's a no reply address.

September 22, 2010 07:04
User photo
Will Franco aka Flywheel

I still can't get the verification email.  Would love a clean answer to this thread from ZenDesk, rather than a hack.

January 26, 2011 09:42
User photo
Will Franco aka Flywheel

Okay... I have this figured out now.  There is a delay of around 5 minutes before the GMail forwarding confirmation email is registered in ZenDesk.  I am guessing this is ZenDesk processing time.

January 26, 2011 10:00
User photo
Razvan Neagu
komotion

Trial user here... I just spent 3 hours blocked on this issue, trying to figure out why my Google Apps email is not being forwarded to ZenDesk. Indeed, I am seeing them in the "suspended" tickets.

 

I wish this was documented on this page: http://*****/settings/email... as a helpful tip.

October 01, 2011 16:25
User photo
Razvan Neagu
komotion

Is the "user admission" page the first commenter refers to a Zendesk page - if so, where?

October 06, 2011 09:25
User photo
Nick Curry
rplan
April 17, 2012 07:06
User photo
Spam Hawk

@skip Is it possible to set up forwarded emails from gmail to go into a new ticket instead of the suspended tickets?

Also in regards to white listing domains are we able to do *spamhawk.com instead of app.spamhawk.com, www.spamhawk.com, etc. etc?

Thank you.

January 21, 2013 13:29
User photo
Justin Seymour
Zendesk

You should be able to forward any messages from your Gmail account without error, as long as your Gmail account isn't the main support address that receives tickets already; you'll just create a mail loop and those tickets will be suspended. You can enter the regular domain if you wish. It does not need to be a subdomain. 

https://support.zendesk.com/entries/20518663-forwarding-email-from-...
https://support.zendesk.com/entries/20549932-using-the-whitelist-an... 

January 23, 2013 05:01