Enabling automatic ticket creation for your Gmail inbox

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  • Eloïse

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

  • Dave Dyson
    Zendesk Community Manager
    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.
  • Eloïse

    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...


  • Yvonne Uder

    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). 

  • 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!

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


  • Dane
    Zendesk Engineering
    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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