How do I use Google Groups as a support address?

Question

Why can I not use Google Groups as a support address?

Answer

Setting up Google Groups as a support address requires both a Google Workspace administrator and a Zendesk Support administrator account

To set up within the Google Workspace Admin console:

1. Navigate to the Google Workspace Admin Console, while logged in as an Admin. Then click More controls and select the Google Groups icon at the bottom of the page
2. Select the group or email that you want to add as a support address and click Manage users info
3. Remove all users if there are any
4. Add your default support system address as the sole member, for example: [e-mail]
5. Remove the footer by going to Group Settings, then under Settings, select Email options and uncheck the Email footer option
6. In Basic Permissions, ensure that the POST setting is set to Public

To add the email as a support address within Zendesk Support, see the article: Add an external support address in Zendesk.

If you added the support address before setting up email forwarding, click Retry under the support address to resend the verification email.

For more information about setting up a support address, see the article: Adding support addresses for users to submit tickets.

Disclaimer: Google recommends using a Default Routing rule as outlined in their forwarding best practices article. If you run into configuration issues within Google Groups, please contact Google Support directly or refer to their Google Groups Help Center.

Warning: Zendesk does not support or guarantee that this method works correctly, nor can we troubleshoot any issues caused by the use of Google Groups, email aliases, or other similar methods. While Zendesk does not block these methods, please use them at your own risk.