Question
How can I resend emails to Zendesk after my Gmail connector is disabled? I reconnected the connector, but the emails that arrived in the meantime didn’t send to Zendesk.
Answer
If you disable your Gmail connector, first reauthorize it. Select Create tickets from last 300 emails to find any emails that Zendesk didn’t import. Zendesk suppresses ticket triggers when it creates those 300 tickets. It can take up to 15 minutes to import up to 300 emails.
If you forward more than the last 50 emails manually, Zendesk will suspend any email that comes from one of your support addresses to avoid a mail loop.
Workarounds:
- If you have a few emails to process, copy and paste the email content and the requester into a new ticket
- Forward the emails to Zendesk and recover them from the Suspended tickets view. Recover each ticket individually because you must change the requester on each email.
- If you have many emails to recover, redirect the emails rather than forward them manually. A redirect passes an email as if it never went through the forwarding address. The
From:field uses the original sender’s email address and the headers keep the original sender.
Gmail doesn’t offer this feature, but other apps can:- Mail on Mac, which is built into the Mac operating system. For information, see Reply to, forward or redirect emails in Mail on Mac from Apple Support.
- Airmail for Mac, available for purchase from the App Store. For instructions to redirect emails in Airmail, see Redirect - Airmail for macOS from Airmail Support.
- Microsoft Outlook is available for PC users.
After you set up a service that checks your Gmail support address and can send emails on behalf of that address, you can redirect emails to your Zendesk account. As a best practice, redirect emails to your default support address for the account or brand. For more information, see Forwarding incoming email to Zendesk Support.