How can I switch from the Gmail connector to standard email forwarding?

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8 Comments

  • JJ Murphy
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    FYI...I believe the title of this post has a typo.  Reads as "formatting" (instead of "forwarding").

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  • Jessie Schutz
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    Hi JJ! Thanks for pointing this out...I'll check with our team to see if this was intended or not. :)

    ETA: You were right! Bonnie has fixed the title. Thanks for flagging it for us!

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  • JJ Murphy
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    No problem. Typos happen to the best of us.

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  • Ian Haigh
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    Is there a way to verify if I am already using forwarding?

    Can I assume if it says "Forwarding verified" in zendesk admin that it is using email forwarding instead of the Gmail connector? 

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  • Bonnie Leib
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    Ian -  To see if support addresses are connected via forwarding or the Gmail connector, please check if Connected to Google Mail is displayed to the right of the support address. If it is displayed, this means that the support address is connected via the Gmail Connector.

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  • Ian Haigh
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    Bonnie Leib Brilliant! Thank you. 

     

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  • Kevin Bieringer
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    Any reason not to conduct step #5 [Set up email forwarding from your external support address] before step #4 [select disconnect to delete the Gmail connector] in the interest of preventing any gaps in the creation of Zendesk tickets from received emails?
    We have 17 email accounts utilizing Gmail Connector and I, as Zendesk Admin, don't have admin access to all email accounts; therefore, the process outlined in this article will require multiple people working synchronously unless we can disconnect Gmail Connector in Zendesk after activating standard email forwarding from within the email account.
    Could this suggested process result in duplicate tickets being created, or will the Zendesk system even permit this?
    Anyone test this yet? Thanks!

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  • Bonnie Leib
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    Hi Kevin, you should be able to set up the email forward (step 5) before disconnecting the Gmail connector (step 4), if that will be easier for your team. Zendesk rejects any incoming email that arrives with the same Message-ID so you should not see any duplicates.

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