Action needed: Re-authorize Zendesk Gmail Connector

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44 Comments

  • Kim R Robinson
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    It was helpful to get an answer from support, and thought maybe the response could help others:

    -=-=-=-=-=-=-

    Thank you for reaching out! I'm sorry you're having trouble getting you email reconnected. 

    The reconnect button is actually within the paragraph of text you shared:

    I did confirm that is clickable so you should have no problem.

    Thank you!

    -=-=-=-=-=--=

    I was looking for a button or a pop-up message to reconnect. Also, make sure that you are and can be logged in as that email.

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  • The Alternate Reality Game
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    Thank you for your answer, Dan Ross. I have a follow-up question:

    In the article you linked says "If you use the Google Connector to enable automatic ticket creation, you do not need to set up an SPF or CNAME to allow Zendesk to send email on your behalf", but, at the end of the article it says that not having those records set can mark our emails as spam.

    I did a test and our support emails appeared as sent by our own domain, which I guess means Zendesk is properly sending those on our behalf. But they end up in the spam folder. So...

    Do we need to set all those records to avoid the spam folder, even though we're using the re-authorized Gmail Connector?

    Thanks again.

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  • Lisa W
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    Hello, 

    When I go to Admin>Channels>Email, we do not have "Connected to Google Mail" next to our support email address.  We do have something enabled that allows us to send responses via Gmail servers using the Gmail Connector (see below).  Our subscription is Plus.   What does this mean for us?

    "Send responses via Gmail servers for authenticated addresses utilizing the Gmail Connector. Deselect this feature if you see rate limit warnings from either Gmail or Zendesk."

     

     

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Lisa,

    This option would only show if you set up an external email address using the Gmail connector. Looking at your screenshot, it appears you don't have this set up so you shouldn't need to make any changes on your end.

    Let me know if you have any other questions for me!

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  • Kevin Dennis
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    When we click Reconnect, we receive the below error message. Can you advise what steps we need to take to reconnect our various email address linked between gmail and Zendesk?

     

     

     

    Update: I basically just re-added this email within Zendesk and connected that way. Hoping this takes care of it but I assume I'll find out the hard way come 1/25 if things are working properly

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Kevin,

    Removing and re-adding should fix the issue but if you do run into any hiccups down the road feel free to submit a ticket and we can look into this for you :)

    Cheers!

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  • The Alternate Reality Game
    Comment actions Permalink

    Hello,

    Can anyone from Zendesk give me an answer to my previous comment?

    https://support.zendesk.com/hc/en-us/articles/360037602614/comments/360003879253

    Thanks.

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  • Brett - Community Manager
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    Hey The Alternate Reality Game

    Sorry we missed your previous comment! If these emails are still being delivered to your spam folder, then there may be an issue on your email provider side that is causing this. If you're using the Gmail Connector then setting up an SPF record would not be necessary here. 

    It may be worth reaching out to your email providers support team to see if they can determine why these emails are being delivered to your Spam folder. It's possible there's a rule set up that is interfering here.

    Let me know if you continue to experience any issues on your end!

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  • The Alternate Reality Game
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    Thank you for your answer, Brett - Community Manager, but I think there's been a miscommunication.

    I meant that, despite the Gmail Connector re-authorization and our emails being sent as our domain, our emails end up in the customer's spam folder. Certainly, you don't expect me to tell every customer that they have a problem with their email provider, right?

    I'm assuming there is a problem with Zendesk's Gmail Connector. Why else would it show all these warnings after being re-authorized?

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  • Brett - Community Manager
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    Hey The Alternate Reality Game

    Apologies for misunderstanding your question! If this is affecting multiple customers then there may be another issue at play here. Have you tried removing the Google Connector and re-adding to see if that resolves the issue? 

    Otherwise, you could add your email address as an external support address instead of using the Gmail Connector and then use the following article to set up your DNS and SPF Record: Allowing Zendesk to send email on behalf of your email domain

    Hopefully the above helps but please let me know if you have additional questions for me.

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  • Melissa Moore
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    How do we know if the reconnect is successful? I followed the instructions to do it several days ago, but am getting another warning in Zendesk about it today. 

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  • The Alternate Reality Game
    Comment actions Permalink

    Hello again, Brett - Community Manager:

    After further testing, our emails are no longer being sent to spam, but the warnings haven't disappeared.

    I don't understand why the service works with all these errors. What outcome is expected with these warnings (emails not being sent from our domain, or...)?

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  • The Alternate Reality Game
    Comment actions Permalink

    Hello -- Can someone from Zendesk give me an answer, please?

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  • Brett - Community Manager
    Comment actions Permalink

    Hey there,

    I'm going to bring this into a ticket so our Customer Advocacy team so they can confirm expected behavior. You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0

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