Action needed: Re-authorize Zendesk Gmail Connector

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43 Comments

  • Lee KB
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    Is there any way to know when the disconnection will take place? "In December" is a rather big target.

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  • Alex Chen
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    Please tell us when will this event happen?

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  • Leister Fong
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    When is the time to do the actions required?

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  • Jack Webb
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    Hi, as the commenters above have requested, can we get a specific date/time for this? We run a call centre with all of our email communications via Google mail. We need to able to plan the outage and make sure someone is available to process this change with as little disruption to service as possible.

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  • Jennifer Robichaux
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    How can we tell which emails are connected via the Zendesk Gmail Connector and which use email forwarding?

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  • Ayal Kellman
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    +1 to all the questions above. This is extremely vague...

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  • Elza Valeeva
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    When we will know the EXACT DAY? And HOW we will know? 

    Do I need to refresh this page everyday and check starting from the 1st December? 

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  • Kristal Lam
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    Hi everyone! We are working with Google to get the exact date, once we have that we will be sending a second set of notifications to everyone and another set on the day of reconnection.  

    To see if the addresses are connected via forwarding or Gmail connector. You will need to go to your Settings and locate the list of email addresses. If it shows Connected to Google Mail that means that it is connected via Gmail Connector and will need to be reconnected. 

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  • Dan Cooper
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    Thanks for confirming Kristal Lam on how to confirm impacted addresses with this change. I think adding that detail to the post above or making it an official comment might alleviate some questions on impacted accounts as this is a pretty big change during the holiday season. 

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  • Lee KB
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    As I have advocated for in the past, Gmail Connector error notifications need to be much stronger — a failure of this tool is a minor emergency for us and (I suspect) most users of this tool. We need sirens going off when it stops working!

    Reference: https://support.zendesk.com/hc/en-us/community/posts/360031650874-Gmail-connector-add-failure-notification

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  • Karen D Snyder
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    Could somebody post a screenshot of what it looks like if an email address shows Connected to Google Mail? I would like to make sure that we don't overlook any email addresses that might be impacted by this.

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  • Shawn Oudavanh
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    It would look like this in the lower right of the screenshot

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  • Karen D Snyder
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    Shawn Oudavanh, thank you!

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  • Sergio Anarte
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    Any news about the due date?

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  • Nicole - Community Manager
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    Apologies, Sergio Anarte - no updates yet. Communications will be sent out once the date is confirmed. 

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  • Jennifer Rowe
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    Hi Everyone,

    Thanks for your patience. We have an update on the timing for reauthorizing your Gmail Connector.

    The change is planned for January 21, 2020, and you will need to take action then.

    Thank you!

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  • Al Hopper
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    Jennifer Rowe Thanks for the update! Do we have a time on the 21st by chance? We'll have to schedule time with IT to complete the changeover steps.

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  • Jennifer Rowe
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    Hi Al,

    I'm sorry to say that we are still waiting on the exact timing. We'll provide another update when we have that! 

    Thanks!

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  • Devin Kennedy
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    This says "to limit the number of missed tickets," reconnect your account within 24 hours. Does this mean that Zendesk will not contain any email that arrives between the time of disconnection and when we reconnect it? So we would need to have another method (other than the Gmail Connector) of forwarding emails into Zendesk during this time period? Or will all the emails received during the disconnect load into Zendesk once we reconnect the accounts?

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  • Brett - Community Manager
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    Hey Devin,

    Since your support address will not be connected, there will be no way to forward these tickets into your account until you do reconnect. If this is a concern, it may be worth setting up your email as a support address using the standard method mentioned here: Adding support addresses for users to submit tickets.

    Let me know if you have any other questions!

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  • Lee KB
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    So let's say the connector fails at 9 AM and I reconnect it at 2 PM ... messages received at the given gmail address between those hours will not be retrieved after 2 PM? I thought the connector would pick up old messages upon reconnection. That's been my experience when we update the gmail account password and I forget to update it in Zendesk.

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  • Brett - Community Manager
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    Hey Lee,

    If you reconnect with the Gmail Connector then yes, when setting up the connection you can choose to import the previous 50 emails as mentioned here: Enabling automatic ticket creation for your Gmail inbox

    However, if you decide to disconnect and add as a support address outside of using the Gmail connector, then you won't see the option to import the previous emails.

    Let me know if that doesn't make sense!

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  • Jennifer Rowe
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    Hi everyone,

    Yesterday we updated this article with a date of January 21, 2020. That is actually still a tentative date, and we are waiting for confirmation from Google. Please know that this change will not occur before January 21, 2020. We will update this article with the exact timing when we have a confirmed date.

    Sorry for the delay on specific timing. We are actively trying to work it out.

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  • Jennifer Rowe
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    We've updated this article with the confirmed timing for reauthorizing your Gmail connection. 

    You need to re-authorize any support address connected using the Gmail Connector anytime between January 17 and January 24, 2020.

    You can do so anytime during this range, but it must be done by Jan 24th to avoid any loss of emails/tickets.

    Thank you! 

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  • Dan Ross
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    Thanks for the update Jennifer Rowe!

    I have a question about what you wrote here:

    You need to re-authorize any support address connected using the Gmail Connector anytime between January 17 and January 24, 2020.

    Does this mean Google will cut us off at anytime in that window and we have 24h from then to reauth (as described previously), or as long as we reauth at any point in that window, we're good? For example, if Google processes our accounts on the 18th, am I ok to reauth on the 22nd and no access will have been lost?

    Can you also please confirm the timezones that apply to these dates? Thanks!

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  • Jennifer Rowe
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    Hey Dan!

    There is no longer a 24hr window to worry about. As long as you re-auth at any point in the window, you're good. You will not be cut off unless you neglect to re-auth your connection by the 24th.

    Hope that clarifies things! Sorry this has been a bit confusing. 

    Let us know if you have any other questions! 

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  • Jennifer Rowe
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    Sorry, Dan, I missed the time zone question.

    The date range is California Pacific time.

    Thanks!

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  • The Alternate Reality Game
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    Hello, Jennifer Rowe:

    I have re-authorized the Gmail Connector, and the warnings are still there.

    Using the connector was supposed to save the trouble of setting up the DNS records, etc., so, what is this, then?

    Thanks.

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  • Kim R Robinson
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    That is how ours has always looked, and it works, but I still don't understand this reauth, if it is already authorized.

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  • Dan Ross
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    Hey The Alternate Reality Game, Kim R Robinson,

     

    Those two sections are different than the reauthorization. They relate to allowing Zendesk to send email on your behalf. You can definitely still use Zendesk without them passing, but the emails may indicate they were sent from Zendesk to the end user. Here's some info about how to pass those checks and what they mean.

    After reauthing, there's nothing that's going to look any different in your email connections. This was a behind-the-scenes requirement that Google required Zendesk to have their customers do. The only time you'd see something change is if you didn't reauth by Jan 24th, in which case the connection would break.

    I'd recommend checking out the article I linked above and see if it's something you'd want done, but in the context of this reauth event, it sounds like you're both good to go, since it sounds like you've reconnected the accounts.

    Hope that helps!

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