How do I use Google Groups as a support address?

Disclaimer: Google recommends using a Default Routing rule in their forwarding best practices article. Please reach out to Google for further support, as we are unable to trouble shoot configurations within Google Workspace.

Warning: This article is provided for instructional purposes only. Zendesk does not support or guarantee that this method works correctly, nor is able to troubleshoot any issues caused by the use of a Google Group, email aliases or other methods. While Zendesk does not attempt to block these methods, they are to be used at your own risk. 

Question

How do I use Google Groups as a support address?

Answer

To set up Google Groups as a support address, you need to be a Google Workspace administrator and a Zendesk Support administrator.

To set up within the G Suite admin console

1. Navigate to the Google Workspace Admin Console, while logged in as Admin, and click More controls. Next, click the Google Groups icon at the bottom of the page.
2. Select the Group or email that you are adding as a support address, and click Manage users info.
   
3. Remove all users if there are any. Next, add your default support system address as the sole member, [e-mail].
   
4. Remove the footer by going to Group Settings in the upper right of the page. Then, on the left under Settings, click Email options and unselect the Email footer option.
5. In Basic Permissions, make sure that the setting POST is set to Public.

To add the email as a support address within Zendesk Support

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
2. Click Add Address.
3. Select Connect other. This option circumvents a SMTP check that standard emails go through.
   

If you added the support address prior to setting up the forwarding, click Retry under the support address to resend the verification email.

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

If you run into configuration issues within Google Groups, you may need to reach out to Google directly, or find further information within their Google Groups help center.