Forwarding incoming email to Zendesk Support Follow

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14 comments

  • Avatar
    Phil Havlik

    Hi - 

    We use Google Apps and have our standard support Gmail account set up to sync to Zendesk. That all works like a breeze.

    However, we are looking to add a Gmail email group that is currently used by our training department to Zendesk to help streamline the conversation process. We've configured the forwarding settings following the directions linked to in this article but the forwarding checks continue to fail on the Zendesk side. Is this something Zendesk can help solve or is this something I would need to follow up with Google about? 

    Thanks!

  • Avatar
    Max McCal

    Hey, Phil - 

    We don't currently have strong support for Google Groups. We don't really recommend using a google group as a support address, since it adds lots of confusion to who has received what emails, and opens up the possibility of mail loops that we can't always prevent. For example, what happens if someone else in the group is a CC on the ticket?

    I'm not sure why the forwarding detection isn't working (it should in theory). Have you reached out to our support team?

  • Avatar
    Phil Havlik

    Thanks Max. I haven't contacted support yet, as I thought I would start here for answers and see what the community had to share. 

    Those are good points about the Google Group and we'll definitely take that into consideration. The email loop is a large part of the reason we wanted to bring it into Zendesk to provide some level of tracking capability.

    Thanks for the response. 

  • Avatar
    Volodymyr Radchenko

    Hi Phil, 

    Currently I'm using Google Group support e-mail to receive all incoming requests. From our side that's done in order we don't lose any e-mail sent from customer, and by the way, our developers are monitoring requests in the e-mails. 

    Configuring Google Group for Zendesk works similar to the regular gmail forwarding, just subscribe support@yourdomain.zendesk.com to the group you use (supposedly support@yourdomain.com) and configure SPF for it (still I'd recommend setting up DKIM as well).

    After that everything would work without any problems (except you'll get duplicated notifications from Zendesk that a new ticket appears. 

     

  • Avatar
    David

    Hi there,

     

    I have perhaps a unique situation, where all I want is for the initial email that is sent when a user is created to be sent from a different email address. I specifically do not want that address to forward to Zendesk, but i would like all outgoing Zendesk emails to use that address. Is this possible?

  • Avatar
    Max McCal

    Hey, David - 

    That does seem unique to me. What's the reason behind this? If we send an email and populate the From and Reply-to headers with your email address, but you don't forward those emails to us, how do the replies keep the ticket conversation going?

  • Avatar
    David

    The idea came after I added coworkers as end users, and they received the email to create a password and log in. Our IT man thought it was a virus and told everyone not to open it.

    The idea was to have the welcome mail come from a familiar email address to avoid this situation for future users. And since this is an email that no one needs to respond to, it shouldn't make a difference.

  • Avatar
    Max McCal

    Hey, David - 

    It should come from one of your own addresses if you set up a default support address. Other than that, no, we won't send any email from an address that you haven't forwarded to us. Something to think about for sure, but right now it hasn't come up from anywhere else.

  • Avatar
    David (Edited )

    Hi, would the "Custom Domain for DKIM" option help us here?

    I'll emphasize again that we are not interested in having tickets created when emails come to the external address, but we would like it to be the "From" address when we send out messages from Zendesk.

     

     

  • Avatar
    Max McCal

    Hi, David - 

    No, that wouldn't do anything to allow us to send on your behalf. At the moment the only way we're set up to send email "from" your address is if you set up forwarding.

  • Avatar
    Rassel Dayanan

    cool this accont its we have ah pro

     

  • Avatar
    Jessie Schutz

    Hi Rassel!

    I'm afraid I don't understand what you're asking...could you give us more information?

  • Avatar
    Nadia

    I'm trying to forward emails from one of my agent's email addresses into zendesk. I've set up email forwarding in Gmail but when I try to add the email address in zendesk I get an error which says

    'This email address is already being used by XXX If you want to set up forwarding you'll need to delete or update this user'.

    What do you mean by update? Is it not possible to have an Agent's email address linked to Zendesk?

     

    Thanks

  • Avatar
    Jessie Schutz

    Hi Nadia!

    If an email address is associated with a user profile, it cannot be added as a Support Address is your Zendesk. That's why you're getting an error.

    Can you share some details about your use case? Is there a reason that your agent can't manually forward those emails to your primary support address?

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