Enabling automatic ticket creation for your Gmail inbox

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40 Comments

  • Scott

    Is there any way, when attached to a G Apps email via Zendesk, and a ticket is completed, to remove or archive the Gmail on the Gmail Platform as well. Otherwise I seem to be left with a lot of email bloat. 

    2
  • Cleveland Sullivan

    Hi,

     

    We have been a google apps customer for a few years now. Recently we started receiving the message stating that we reached our gmail sending limit. When I looked at our gmail logs I saw that we went over the 500 message limit for personal accounts but we were still well below our 2000 message limit. 

    When I went into the Zendesk email settings I saw that our email is listed as a "Gmail Account". I am thinking that Zendesk is not recognizing that we are a google apps customer and we are receiving the message in error.

    This article is very helpful in setting up a gmail account but I cant figure out how to connect a Google Apps account 

    Any ideas?

    1
  • Jaïs Pingouroux

    Hello,

    That's a great feature. However, I believe it is not without bugs. Indeed, several times tickets were not created from emails I've received. I have troubles figuring out a pattern, but I hint at forwarded emails: when a customer forward an email to our support email address and add their requests, I believe this ticket stays as it is and no ticket is created because of the Fw: in the title of the email. Those emails do not have the "zendesk" label.

    Would it be possible to inquire into this issue?

    1
  • Max McCal
    Zendesk Product Manager

    Hey, Scott - 

    Not at present, no. I'm not certain if that's something Google's API permits, but we could look at it. Generally this is one of the issue with the integration; using direct forwarding is cleaner, since messages can be automatically archived that way.

    0
  • Emoly Smith

    Is there any way, when attached to a G Apps email via Zen desk, and a ticket is completed, to remove or archive the Gmail on the Gmail Platform as well. Otherwise I seem to be left with a lot of email bloat.Even I connect Recover gmail password Team.

    0
  • Andrei Kamarouski
    Community Moderator

    Hi,
    How can I disable adding 'Zendesk' label to email in Gmail?

    0
  • John Bazyk

    The one email account I need to use for zendesk isn't showing up when I try and connect. I can see all of the other emails in there. I check my google admin and I can see it's got full access to zendesk. Any thoughts?

    0
  • Daniel Yousaf

    Hi John!

    I've created a ticket for this question, as it will involve looking at account specific data.  

    You'll hear from me soon :)

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Lee,

    I'm going to create a ticket on your behalf so we can look into this further.

    You'll receive an email shortly stating your ticket has been created. Any chance you can copy that email over into the ticket so we can take a look?

    Thanks!

    0
  • Julian Lasser

    Hi,

    Is the group feature of Gmail (or group alias) supported as a valid email address I can use to connect to Zendesk?

    Thanks

    0
  • Charles Fox

    It might be best to revise this article for people who find it. I set up my gmail account as per the instructions, and Zendesk sends every email to "Suspended Tickets." I looked up the reasons, and there is no workaround for this (At least at this time.)

     

    0
  • Brett Bowser
    Zendesk Community Team

    @Lee in case you haven't heard yet, we were able to confirm that these changes you're referencing will not affect the Google Connector integration. Let us know if you have any other questions!

    0
  • Micah

    @Mark Tickets created from emails sent to an address are responded to from that address. When you respond to a ticket that was created from a form, the response will come from whatever is set as your default email address. You would just want to make help@mycompany.com your default email using the instructions here.

    0
  • Lee KB

    @Jaïs Pingouroux you will probably find those tickets in the 'Suspended tickets' view in Zendesk. There is a 'feature' where Zendesk will suspend tickets according to internal rules which we cannot view, edit or control in any direct way. You can find out more here:

    https://support.zendesk.com/hc/en-us/community/posts/115008057747-Auto-Processing-Rules-for-Suspended-Tickets

    0
  • Patrick Bosmans
    Zendesk Customer Advocate

    James,

    When authorizing the Gmail connector in Zendesk, you are setting up a forwarding rule and allowing Zendesk to send email on behalf of your domain.  Our system does not have access to read any other setups inside of your Gmail service.  We only see the email that is forwarded to the address that you authorized.  

    Jaïs,

    If you would send a request into support@zendesk.com along with some example emails, including the header information of those emails, we can look into this issue with you.

    0
  • Sean Cusick
    Zendesk team member

    Please bear with us while we work with Google to get this resolved. 

    0
  • Mark Berry

    Hi

    I've setup a gmail address help@mycompany.com as per the instructions in this article. It's all working well for emails sent directly to this address - they are created as tickets and when I public reply to those tickets it comes from help@mycompany.com.

    However we are also using the mobile SDK to allow people to contact as via a custom form in our app. When I receive a ticket from the app and reply to it, the reply still comes from my mycompany.zendesk.com account. How do I change this? Ideally I'd like all agent responses to be sent out via help@mycompany.com.

    0
  • Ryan
    Zendesk team member

    Hey Justin,


    Enabling 2FA on Google's side will not impact the connection between Zendesk and the Google Authentication method -- It should be seamless when you turn it on! The only change of course would be the 2FA itself from Google's side.

    Hope that helps!

    0
  • Lee KB

    Looks like I'm posting here again.

    I read here that a notification would be sent to the connected address should the connection be interrupted. Is this still a feature? I had several addresses disconnected recently but did not see any email. What is the content of this message? Maybe I just didn't search for the right thing. 

    Thanks!

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Lee, 

    After doing some additional digging on my end it looks like Jessie and myself were incorrect in our previous response. Apologies for any confusion this may have caused you :-/ . 

    You will need to manually check the forwarding under Admin > Channels > Email, to be sure all is working properly. If you'd like to see a feature added, I encourage you to create a post here. Our product managers, frequently use those posts to try and make improvements to the Zendesk experience.

    If you're experiencing issues with the Gmail Connector disconnecting, a more reliable gmail forwarding method can be found at the link here or here, if you'd like to use one of them.

    Let me know if you have any other questions for me.

    0
  • Scott

    We're going to be switching to use Zendesk and have used Google Apps for years. 

    As a result, we have 1000s of old emails in our Gmail account.  We don't want to delete all of that history for obvious reasons.

    I've set up SPF and DKIM, so we're ready to make the switch, but haven't just yet.

    My worry is that connecting Zendesk to use that support@ Gmail mailbox will import all of those ancient emails and initiate new Zendesk tickets from them. (Obviously, that would confuse customers and cause chaos.)

    I've already "archived" and marked all of those emails as "read". My question: Will Zendesk ignore the old "Arhived" and/or "Read" Gmail threads like I hope it will?

    0
  • Mark Wiesenhahn

    If we choose automatic ticket creation from our Gmail inbox, is the email removed from the Gmail inbox?  In other words, can this email now only be answered through ZenDesk?  Thank you

     

    0
  • Sean Cusick
    Zendesk team member

    Hi Andrei, The "Zendesk" label is a necessary component of using the Gmail Connector. It can not be disabled while using this integration. 

    0
  • Jessie Schutz
    Zendesk team member

    Hey Cleveland!

    I think this article will help you out: Google Apps for Business - Mail redirection to Zendesk Support - Best Practices.

    0
  • Lee KB

    We've received notifications that the Gmail connector tool has been identified by Google for some kind of unauthorized behavior and will be blocked from accessing Gmail content beginning July 15. The messages are in Chinese (since that is the language of the accounts in question) so I won't post the message here but it looks like Gmail Connector needs some urgent updates!

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Bart,

    I think your solution to have a trigger just close those tickets is your best bet for this.

    0
  • Justin Porter

    We are about to require Google's 2 Step Verification for all google accounts. Will this impact the connection to Zendesk? If so, how do we fix?

    0
  • Lee KB

    Hi again Brett,

    I have several email accounts using the gmail connector. None received any notifications that I could find, including in spam. 

    Can you paste a snippet of the notification email here so I can know what to search for?

    Thanks!

    0
  • James Nguyen

    What access is given to Zendesk if the sign in with Google to connect to G Suite option is used?

    0
  • Ryan
    Zendesk team member

    Hey Scott,

     

    Upon establishing the integration we will now retrieve the last 50 email messages and sort them by date, so no worries on thousands of emails coming in.

    If you've set up an SPF and DKIM record, and do not want any imports, I recommend setting up a simple email forward instead, which would mitigate anything that you didn't want importing to come in. Here are two ways you can do so via Google Apps:

    With the forward above, you would then be able to manually forward in any past emails that you would want to your system support address (support@{yourdomain}.zendesk.com), and have all news ones automatically go there. 


    If you are planning on having (or foreseeing) more than ~100 tickets a day, I would recommend forgoing the use of the connector regardless, due to the low message/notifications per day threshold (1500 per day limit, versus no limit for standard forwarding).

     

     Hope that helps!

     

    0

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