Enabling automatic ticket creation for your Gmail inbox

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  • Conrad

    Hi guys,

    I've connected my hello@company.com gmail account to Zendesk. I have not yet been able to set up an SPF although I will try to do this in due course. For now I was am trying out the functionality but I've got a query.

    I sent an external test e-mail from test@company.com to hello@company.com and a ticket was created on Zendesk. I then did a 'public reply' in response in Zendesk. I was expecting this to be e-mailed back as a reply to test@company.com but this didn't happen.

    What might be wrong? Shouldn't our response be sent back to them as an e-mail?



  • Jessie Schutz

    Hey Conrad!

    The first thing you'll want to do is check your triggers. Triggers are what send the responses out via email, so if you've disabled or changed any of them (specifically "Notify requester of comment update"), that could cause the notification not to be sent. You can click the "Show all events" button above the comments in the ticket to verify whether or not a trigger fired when the comment was added to the ticket.

    If the notification trigger fired, check your spam folder to see if it got sent there.

    If the notification trigger did not fire, you'll want to check your conditions and actions to make sure that everything is set up correctly. If you need help with this, just let me know - give me the ticket number and I'll take a peek for you. :)

    Hope that helps!

  • Cleveland Sullivan



    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?

  • Jessie Schutz

    Hey Cleveland!

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

  • 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. 

  • Max McCal

    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.

  • 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?

  • Ryan

    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!


  • 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?

  • Ryan

    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!

  • 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?

  • 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 :)

  • Cory Buecker

    I wanted to clarify one point in the documentation above. In our testing, it appears that any email in the inbox, read or unread, is imported into ZD. Is that expected?

  • 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.

  • 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.)


  • Sean Cusick

    Hi Charles, We apologize that you are having that issue. Ticket suspension is unrelated to the functioning of the Gmail Connector. Those same emails would become suspended if you forwarded them to us without using the Gmail Connector. Whatever is causing the suspension must be corrected at the sending or forwarding domains. If you have any more questions please open a ticket with us at support@zendesk.com

  • James Nguyen

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

  • Jaïs Pingouroux


    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?

  • Patrick Bosmans


    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.  


    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.


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