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How do I use Google Groups as a support address?



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Ryan Winkler

Zendesk Product Manager

Edited Jul 28, 2023


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15 comments

For the past 10 years this worked like a champ. Now when I send an email through zendesk, google is sending an email back to the zendesk email address creating a duplicate message in zendesk which also triggers to re-open the ticket. 

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Hi Sean Morrissey

Let's work this out on a ticket so we can investigate why it creates a duplicate message that triggers the ticket to be re-opened.

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Sean Morrissey - did you find a resolution? I am setting up a new instance. I used Google Groups in the past (also 8+ years ago) but am on the fence about whether to do the same or use a dedicated Gmail account / inbox. 

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maybe better to set with a routing rule in google workspace instead of handling with google groups

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If I'm receiving emails via gourp email to ZD, in ZD email footer it's showing the following message: 

You received this message because you are subscribed to the Google Groups "email name" group.
To unsubscribe from this group and stop receiving emails from it, send an email to email@domain.com.
 
How I can remove it? 

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You cannot remove the default Google Group footer from emails sent from the group. This is to comply to with the CAN-SPAM Act

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No resolution from Zendesk. After their nice public comment offering to assist, they immediately replied to my support ticket (well 5 days later) saying they do not support google groups and closed my support ticket. 

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have your IT dept. to use google routing rule instead of google groups which wont have footer

in case internal folks need to see emails your IT could set fwd rule also

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The best way is what Ferhat mentioned. Setup routing rules and stop using Google Groups.

Reference

Example:

https://admin.google.com/ac/apps/gmail/defaultrouting

 

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Ryan Winkler

Zendesk Product Manager

Mgo Dono Check out Group Settings and Email options (https://groups.google.com/a/{YOURGROUP}/g/info/settings) . Make Sure both options are unticked

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Ryan Winkler

Zendesk Product Manager

Sean Morrissey -- Sorry you had that experience. I know it's been awhile since you've had the issue, but let me know if you want to take another crack.


edit: I DO have footers. Super not great. Let me check on it

I recently set up Google Groups Support address myself again (within the last two weeks of this post), and can confirm that:

  • I don't have a footer on my emails
  • I don't receive duplicate emails either

My initial thought is that you are added as a member and you are subscribed to each email... Some time in the past year or so Google made some key changes which altered the experience on their end. I believe it still works fine, as for my side project I've not run into any issues, but YMMV and our Support teams are unable to assist with anything on the Google end (although if there is a processing issue, thats a different story)

Going to include a bunch of Screenshots that could be helpful to someone in the future.


Warning: we still do not support troubleshooting Google Groups settings. You will need to work with Google Support if you run into issues.


That being said.....


Here is how I have my Google Group Set up:



Super Long Image of my Settings:





The easier option may just be setting up Routing/Default routing rules (as mentioned above):

https://apps.google.com/supportwidget/articlehome?hl=en&article_url=https%3A%2F%2Fsupport.google.com%2Fa%2Fanswer%2F2685650%3Fhl%3Den&assistant_id=generic-unu&product_context=2685650&product_name=UnuFlow&trigger_context=a 

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Ryan Winkler

Zendesk Product Manager

I've updated the article to include Google's Best Practices Article, which mentions Default routing, as Ferhat Surucu and Rafael Vannucci mention. Thanks you two!

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Sorry Ferhat Surucu and Rafael Vannucci I am just seeing these updates. I am still having issues and I reviewed your description and screenshot, so I will make a few mods to see what happens. I truly appreciate both of you trying to help. My situation might be unique. I use google groups for my clients Executive board. So a google group will have 5 external emails, 1 organizational member (me, which is set to no emails) and the zendesk support email. The goal is that my client can send one email to to lets say board@mydomain.com and that email conversation goes to all 5 board members and zendesk support. This works great, so the support ticket can be routed as necessary to my staff/departments. However, when I update a ticket in zendesk and lets say I set to pending or on-hold, zendesk runs a second automation and moves the ticket back to open....there is no automation/trigger showing in the event history. I then just set it back to pending or on-hold and its fine. I was able to setup a trigger to detect when a "board" email was changed to open and have the trigger set it back to pending. However, I do wnat to understand why zendesk sets the ticket back to open with no trigger/automation running.

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As a followup, I have been playing with this issue today and I appear to have a work-around. I tag all emails which come from the google group. So my trigger is as follows:

Meet ALL Conditions

1. look for comment text that contains the string "## Reply above this line to add your message to the ticket ##"

2. tag contains "My Tag"

3. Ticket Comment is Public

4. Ticket Status "changed From" "Solved"

Action

1. Ticket Status = Solved

 

Now I had to create 3 triggers. As I had 3 potential actions, based on the Status changing from 

1. Solved

2. Pending

3. On-Hold

 

This seems to be working.

 

I am still very confused on the original issue as the status changes with no trigger, but if the workaround holds....I will be happy.

Side note: Thank you to Dominic for assistance with the trigger. He's a great Zendesk consultant and has an awesome youtube channel to help Zendesk Users.

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Brett Bowser

Zendesk Community Manager

Thanks so much for sharing your workaround with us Sean! I know Google Groups is unsupported as a support address but happy to hear you were able to get a solution working for you. 

Keep us posted if you have any other questions!

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