Unable to add Gmail address as an external support address

Issue Symptoms

I set up email forwarding from my Gmail external support address to my Zendesk default support address, following the steps in Forwarding your incoming support email to Zendesk using Gmail/Google Apps. Now when I try to add the Gmail address after browsing to Admin icon () > Channels > Email, I receive the following error: "Please make sure you've updated your Gmail settings by following the steps above."

Resolution

This error appears when the Gmail external support address is a Google Group, alias, or distribution list. Please note that Zendesk does not support the use of a Google Group, alias, or distribution list as an external support address and recommends the use of a dedicated support mailbox instead.

However, if you would still like to use this address as your support address and have already set up forwarding on your company's side, you can add it with the Connect other option.

To add a support address with Connect other:

1. Browse to Admin icon () > Channels > Email.
2. Select Add address > Connect other in the Support addresses section of the page.
3. Enter your Gmail address in the empty field and check the authorization box at the bottom of the window.
4. Click Next.
5. When the success message appears, click Finish.