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

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10 Comments

  • JJ Murphy

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

    1
  • Jessie Schutz
    Zendesk Team Member

    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!

    1
  • JJ Murphy

    No problem. Typos happen to the best of us.

    1
  • Ian Haigh

    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? 

    2
  • Bonnie Leib
    Zendesk Customer Advocate

    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.

    2
  • Ian Haigh

    Bonnie Leib Brilliant! Thank you. 

     

    1
  • Kevin Bieringer

    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!

    1
  • Bonnie Leib
    Zendesk Customer Advocate

    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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  • Alex Bakman

    Referred to instructions in the article, and it doesn't work..

    Step 3 - made default

    Step 4: Select disconnect ..
    After that step, support@mydomain.com removed from the list (expected)

    Step 5 - Gmail FW Done

    Step 6 - Select Add address > Connect External Address and then Step 7 - Click through the next screens. 

    Failed with:

    "Please make sure you’ve updated your Gmail settings by following the steps above."

    It works, when I did instead:
    Select Add address > "Connect Other" 

    After that step, Add address > "Connect External Address" wizard works too

    Note - side task of #6640721 case

    1
  • Bonnie Leib
    Zendesk Customer Advocate

    Hi Alex, thanks so much for sharing. Yes, for specific types of email addresses (usually email addresses that are also distribution lists, aliases, or groups) you will need to use the Connect other option instead. With most support addresses, the Connect external address option will still work. This support tip Unable to add Gmail address as an external support address discusses the Connect other option.

    1

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