Enabling automatic ticket creation for your Gmail inbox

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12 Comments

  • L'équipe CHARLOT · Paris

    I get an error message when trying to do so saying. Can someone help please?

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  • Dave Dyson
    Hi Natan,
     
    I found a user reporting the same Google error message in a non-Zendesk context – it looks like deleting cookies and reloading the page helped them. Can you try that?  <site> does not allow connection.
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  • L'équipe CHARLOT · Paris

    Thank you for you reply. It worked this morning without deleting any cookies.
    Yesterday it didn't work, even in Incognito Mode / Without Cookies at all.

    I didn't get any mail regarding Gmail logged out of my Zendesk, you should setup notifications when this type of events occurs. Also, I didn't get any reply from the support team...

     

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  • Yvonne Panarin

    We are facing critical issues here, when it comes to emails that are legit customer emails, but gmail marks them as spam. 

    In the beginning we thought, just taking those mails unread via drag&drop from spam to our inbox in gmail - would lead to them being created as a ticket afterwards. After testing it, we felt it worked but apparently we were wrong. We are now realizing, this seems to not work with any mails that are older than one hour (or I am assuming this may have something to do with the defintion "Create tickets from last 50 emails." - can this #50 be edited to a higher number?)

    Our issue is, that no matter how hard we try to avoid it, some legit customer emails will be marked as spam by gmail. We check that spam folder daily (monday through friday) but there is just no way we will catch them all, always within one hour of receiving them. So we are currently dragging/dropping emails from our spam folder to the inbox, but Zendesk does not "grab them hourly to create a ticket from it" - 

    Hoping this makes sense :) Anyone here have some advice for us here? How can we get emails that may have even come in 1-2 days ago and ended up in our spam folder in gmail, into our zendesk account ? (without having to created those all individually manually). 

    1
  • Dane
    Zendesk Engineering
    Hi Yvonne,
     
    When it comes to Gmail connector and any forwarding option, the emails needs to land directly to the email inbox for it to be forwarded to Zendesk Support. The best people that can help out regarding this spam concern will be your email service provider.
     
    Now when it comes to the spam emails that you have already received, you can just simply forward it to the support address you have in Zendesk using your agent's email as a From address. You need to make sure that the option for Agent's email forwarding is enabled.
     
    Hope this helps!
     
    Cheers,
    Dane
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  • Elizabeth newman

    Hi , i want add zendesk mail on mail ios . what is  smtp and imp setting for outgoing mail ?

    developer@zedxion.com

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  • Dane
    Zendesk Engineering
    @Zedxion,
     
    Zendesk uses external emails linked as support addresses on your account to communicate with customers. We don't have our own email servers that you can utilize. 
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  • shweta Ankalaki

    Hi There!

    We are unable to connect our gmail account to zendesk, we are getting the below error message from zendesk once we connected the Email ID. Can you please help us resolving this error. 

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  • Christine
    Zendesk Engineering
    Hi Shweta,
     
    Are you using a Gmail connector to forward incoming emails from your Gmail address to Zendesk? 
     
    As basic troubleshooting, kindly take a look at Gmail sending limits in Google Workspace. Please verify if you are not exceeding the sending limits on your account. Google Workspace accounts by default have connection limits. If you exceed any of the following limits, you might not able to connect your account or receive emails to Zendesk Support for ticket creation.
     
    For more information, see the resources below:
     
    Another possible reason is you might need to reauthorize the API connection. This requires disconnecting and reconnecting the external support address to Zendesk. For instructions to reconnect your support address through the Gmail connector, see the section: Managing Gmail connections.
     
    Lastly, please confirm your SPF records, Zendesk recommends using the following SPF record:
    v=spf1 include:mail.zendesk.com ?all
     
    If you continue to experience this problem after trying the steps above, please raise a ticket with us directly and we'll be glad to look into it. See Contacting Zendesk Customer Support. Thanks!
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  • shweta Ankalaki

    Hi Christine,

    We have not crossed above mentioned Gmail resources limits. but still we are getting the same issue.

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  • Ali Ansari

    Hello all,

    I've integrated Gmail with Zendesk using the Gmail connector. When an email arrives in Gmail, it auto-creates a ticket in Zendesk. However, if we open or reply to the email in Zendesk, this action isn't mirrored in Gmail. This means in Gmail, we can't see which emails have been opened or responded to via Zendesk.

    Has anyone encountered this and found a solution or workaround? Any advice would be appreciated.

    Thanks in advance for any insights!

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  • Francis Casino
    Zendesk Customer Care
    Hello, Ali,
     
    The challenge you've outlined, where activities performed in Zendesk are not synchronized with Gmail (including actions like opening emails or responding), can be attributed to the constraints of the Gmail connector in Zendesk. The standard functionality of Zendesk's email integration primarily centers on ticket creation and management within the Zendesk platform. However, it does not inherently facilitate a two-way synchronization with external email systems such as Gmail.
     
    In light of this, it's important to recognize that addressing this limitation may require exploring alternative approaches. These might include fostering manual tracking processes for your support agents, investigating third-party email tracking solutions, developing custom integrations, or exploring relevant Zendesk apps and add-ons. Each option carries its own considerations and implications, and the choice will depend on your specific organizational needs and available resources.
     
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