Enabling automatic ticket creation for your Gmail inbox

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40 Comments

  • Brett - Community Manager
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    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!

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

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  • Brett - Community Manager
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    @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!

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  • Lee KB
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    Good to hear. Thank you!

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

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

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  • Mark Berry
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    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.

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  • Micah
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    @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.

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  • Bart
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    Heya, Jennifer Rowe

    We have a few apps on the app and android stores. As such we have a specific email called developer@... connected to Zendesk. Many of these are just reviews about the app. Now I've in the past set up triggers to simply close these types of email coming from Gmail. Is there anyway to filter out, or stop Gmail sending those types of emails to zendesk which create tickets. I just want actual clients who have legitimate concerns come through. Any one in the community got an idea on how to do this, it would be great. 

    Thanks

    Bart

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  • Nicole - Community Manager
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    Hi Bart,

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

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