How can I reconnect a support address through the Gmail connector in Zendesk?

Question

I get the error We can't connect your Gmail account because your OAuth credentials are invalid. Please reconnect in my Support addresses. I do not see the Reconnect button. How can I reconnect a support address to Zendesk through the Gmail connector?

Answer

This error message indicates that the Gmail connector stopped sending emails to your instance. To send emails again, reauthorize the API connection.

This requires disconnecting and reconnecting the external support address to Zendesk.

If any errors persist, ensure that:

1. The email address is not related to any Group in gSuite
2. The email address is not an alias for another email address
3. You can entirely remove and add the email address on the page again

Note: Using the Reconnect button alone can lead to duplicate tickets if the the initial setup for the email included the Import the last 50 conversations option. To prevent this, remove the email and then re-add it entirely. This approach avoids importing the last 50 conversations during the setup process.

For instructions to reconnect your support address through the Gmail connector, see the section: Managing Gmail connections.