To keep user data safe, Google requires all apps that access Gmail account information to go through a third-party verification process. Zendesk is currently going through that process for the Zendesk Connector for Email (formerly known as the Zendesk Gmail Connector).
As part of the verification process, Google is requiring users of the app to re-authorize their connection when the process is complete.
Without re-authorization, emails sent to your Gmail address will not be routed into Zendesk and will not be turned into tickets.
This article contains the following sections:
How do you know if your account is affected?
You can check to see if you have any support addresses connected using the Gmail Connector to determine if you are affected by this change.
It is possible to have Gmail/G-Suite addresses configured to use forwarding rather than the connector, so only the ones that indicate they are connected to Google Mail are affected.
To check if your support addresses are connected using the Gmail connector
- Click the Admin icon () in the sidebar, then select Channels > Email.
- Look for Connected to Google Mail beside any of your support addresses.
If any individual address shows Connected to Google Mail, that means that it is connected using the Gmail Connector and will need to be reconnected.
What do you need to do?
You need to re-authorize the connection for any support address using the Gmail Connector app anytime between January 17 and February 4, 2020. To do so, follow the steps below.
Once re-authorized, you should continue to receive emails sent to that Gmail account, and no further action is required on your part. If you do not re-authorize by February 4th, Google will disconnect the app, and emails sent to your Gmail address will not be routed into Zendesk as tickets. Service will not resume until you re-authorize the connection.
To reauthorize a support address connected using the Gmail connector:
- In Support, click the Admin () icon in the sidebar, then select Channels > Email.
- Locate the Gmail account in the Support addresses section, then click Connected to Google Mail.
- Click Reconnect.
Once re-authorized, you should continue to receive all emails sent to that Gmail account.
For additional information, feel free to reach out to us at firstname.lastname@example.org or add your questions in the comments below.