You can import email from one or more Gmail inboxes and automatically convert email messages to tickets. Zendesk Support will check for new email in your Gmail inbox every minute. Only new, unread email messages in the inbox will be converted into tickets.
All ticket notifications will be sent from your Gmail, using Google mail servers instead of Zendesk mail servers. This means that you do not need to set up SPF or DKIM to authorize Zendesk Support to send email on your behalf, because the email is sent directly from your Gmail account. All notifications will be in your Sent folder in your Gmail.
You can connect to multiple Gmail accounts. When you do, that Gmail address is automatically added as a support address. You do not need to manually add it.
About Google sending limits
Google limits daily sending to 500 messages for Gmail or 2000 for Google Apps. Unless you're a small business with low traffic, we recommend Google Apps for this integration. Check Google's support site for additional information.
If you approach the limit, based on the number of email notifications sent through your Gmail, you will receive a warning, and notifications will temporarily be sent from Zendesk mail servers instead of Google mail servers. If you continue to have this issue, you should consider deselecting the Send email via Google mail servers option and setting up forwarding and an SPF record to send notifications from Zendesk mail servers. See Forwarding incoming email to Zendesk Support.
Connecting to your Gmail account
You can link one or more Gmail accounts. When you do, all new, unread email messages in the inbox are imported and converted to tickets.
- Click the Admin icon () in the sidebar, then select Channels > Email.
- In the Support addresses section, click Add address, then select Connect external address.
- If you don't want to import any pre-existing emails as tickets, then deselect Create tickets from last 50 emails.
When this option is selected, the last 50 emails, regardless of read/unread status, will be imported as tickets. When it is not selected, no pre-existing emails will be imported as tickets.
- Click Sign in with Google.
- Follow the on-screen prompts to connect to your Gmail account.
- Click Finish.
Your Zendesk Support is connected to your Gmail account. Zendesk Support will check for new email in your Gmail inbox every minute and convert email messages to tickets. Ticket notifications will be sent from your Gmail.
If you want to connect to multiple accounts, repeat these steps.
Managing Gmail connections
You can disconnect a Gmail inbox at any time if you want to stop importing email from that inbox. You can also reconnect if a connection stops working.
When you reconnect, any emails that already been imported will not imported again as duplicate tickets.
To reconnect a lost Gmail account connection
- Open the Email settings page, then click Reconnect in the Import from Gmail section.
Zendesk Support will alert you with a message if you need to reconnect.
To disconnect a Gmail account
- Open the Email settings page, then click Disable in the Import from Gmail section.