How do I use Google Groups as a support address?

Question

I want to use Google Groups as a support address. How do I set it up?

Answer

You need both a Google Workspace admin and a Zendesk Support admin account.

Set it up in the Google Workspace Admin console:

1. Go to the Google Workspace Admin Console as an admin. Click More controls, then select the Google Groups icon at the bottom of the page.
2. Select the group or email that you want to use as a support address, then click Manage users info
3. If the group has members, remove all users
4. Add your default support address as the only member, for example: [e-mail]
5. Remove the footer. Go to Group Settings, then under Settings, select Email options and uncheck the Email footer option.
6. In Basic Permissions, set POST to Public

To add the email as a support address within Zendesk Support, see the article: Add an external support address in Zendesk.

If you added the support address before you set up email forward, click Retry under the support address to resend the verification email.

For more information about how to set up a support address, see the article: Adding support addresses for users to submit tickets.

Disclaimer: Google recommends a Default Routing rule as outlined in the best practices article about email forward. If you run into configuration issues within Google Groups, contact Google Support directly or refer to their Google Groups Help Center.

Warning: Zendesk does not support or guarantee that this method works correctly, nor can Zendesk troubleshoot issues caused by the use of Google Groups, email aliases, or similar methods. Zendesk does not block these methods. Use them at your own risk.