You can import email from one or more Gmail inboxes and automatically convert email messages to tickets. Zendesk Support will check for new email in your Gmail inbox every minute. Only new, unread email messages in the inbox will be converted into tickets.
When Send email via Gmail is turned on, ticket notifications will be sent from your Gmail using Google mail servers instead of Zendesk mail servers. You need to set up SPF or DKIM to authorize Zendesk Support to send email on your behalf (in the event that traffic needs to be sent from Zendesk servers for any reason). Notifications will be in your Sent folder in your Gmail. It's important to note that if you use the Send email via Gmail feature, you can't use real attachments (attachments in emails instead of links). If you have attachments turned on, email notifications with real attachments are sent from Zendesk mail servers instead.
You can connect to multiple Gmail accounts. When you do, each Gmail address is automatically added as a support address. You don't need to add it manually. When you set up the connection, you can choose to import the last 50 emails or not import any pre-existing emails.
Before you connect to your Gmail account, make sure you sign in to the Gmail account you want to connect to. If you sign in to a different Gmail account in the same browser as your instance of Zendesk Support, you will connect to the wrong account.
This article includes these topics:
About Google sending limits
Google limits daily sending to 500 messages for Gmail or 2000 for Google Apps. Unless you're a small business with low traffic, we recommend Google Apps for this integration. Check Google's support site for additional information.
If you approach the limit, based on the number of email notifications sent through your Gmail, you will receive a warning, and notifications will temporarily be sent from Zendesk mail servers instead of Google mail servers. If you continue to have this issue, you should consider deselecting the Send email via Gmail option and setting up forwarding and an SPF record to send notifications from Zendesk mail servers. Deselecting this option will make the Zendesk verification code you need to set up SPF visible. See Forwarding incoming email from your existing email address to Zendesk Support.
Connecting to your Gmail account
You can link one or more Gmail accounts. When you do, all new, unread email messages in the inbox are imported and converted to tickets.
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Email.
- In the Support addresses section, click Add address, then select Connect external address.
- Select Gmail connector.
- You have the option to Create tickets from last 50 emails. When selected, the 50 most recent emails in your account are imported as tickets, regardless of whether they've been read. Zendesk suppresses ticket triggers at creation for those 50 tickets.
If you don't want to import pre-existing emails as tickets, deselect Create tickets from last 50 emails.
- Click Continue with Google.
- If requested, sign in to your Gmail account, then click Continue.
- Follow the on-screen prompts to connect to your Gmail account.
Be sure to select Read, Compose, and Send emails from your Gmail account. - Click Finish.
Your Zendesk Support is connected to your Gmail account. Zendesk Support will check for new email in your Gmail inbox every minute and convert email messages to tickets. Ticket notifications will be sent from your Gmail.
If you want to connect to multiple accounts, repeat these steps.
Managing Gmail connections
You can disconnect a Gmail inbox at any time if you want to stop importing email from that inbox.
To disconnect a Gmail account
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Email.
- In the Support addresses section, locate the Gmail account.
Any support address connected to a Gmail account indicates that it is connected to Google Mail.
- Move the cursor over the address, then click Disconnect.
- Confirm you want to delete the connection by clicking Delete address.
If your Gmail account entry in the Support addresses section displays a warning saying it has been disconnected, you can reestablish the connection. If you reconnect, any emails that have already been imported will not be imported again as duplicate tickets.
To reconnect a disabled Gmail account
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Email.
- In the Support addresses section, locate the Gmail account, then click Connected to Google Mail.
If the Gmail account has disappeared from the Support addresses list, reconnect it using the instructions in Connecting to your Gmail account.
- Click Reconnect.
Once re-authorized, you should continue to receive all emails sent to that Gmail account.
14 comments
L'équipe CHARLOT · Paris
I get an error message when trying to do so saying. Can someone help please?
0
Dave Dyson
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.
0
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...
0
Yvonne P.
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
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
0
Elizabeth newman
Hi , i want add zendesk mail on mail ios . what is smtp and imp setting for outgoing mail ?
developer@zedxion.com
0
Dane
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.
0
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.
1
Christine
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:
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!
0
Shweta Ankalaki
Hi Christine,
We have not crossed above mentioned Gmail resources limits. but still we are getting the same issue.
0
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!
0
Francis Casino
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.
0
Victor Hugo
Hello All,
I'm having the same issue as shwetha.ankalaki, I connect the Google account but after a few days it get disconnected without a reason.
Can you help?
Thanks!
Victor
0
Paolo
If the recommendations by Christine above did not work, please reach out to our Support Team for further assistance. Please make sure to include as much information as possible. For more information, please refer to this article: Contacting Zendesk Customer Support. Thank you.
Best,
Paolo | Technical Support Engineer | Zendesk
0