Enabling automatic ticket creation for your Gmail inbox Follow

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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.

Important: Before you connect to your Gmail account, make sure you sign in to the Gmail account you want to connect to. If you sign in to a different Gmail account in the same browser as your instance of Zendesk Support , you will connect to the wrong account. 

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.

To connect to your Gmail account
  1. Click the Admin icon () in the sidebar, then select Channels > Email.
  2. In the Support addresses section, click Add address, then select Connect external address.

  3. Click Sign in with Google.
  4. Follow the on-screen prompts to connect to your Gmail account.
  5. 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.
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  • 0

    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?



    Edited by Conrad
  • 0

    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!

  • 1



    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?

  • 0

    Hey Cleveland!

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

  • 0

    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. 

  • 0

    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.

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