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.
All ticket notifications will be sent from your Gmail, using Google mail servers instead of Zendesk mail servers. This means that you do not need to set up SPF or DKIM to authorize Zendesk Support to send email on your behalf, because the email is sent directly from your Gmail account. All notifications will be in your Sent folder in your Gmail.
You can connect to multiple Gmail accounts. When you do, each Gmail address is automatically added as a support address. You do not need to manually add it. When you set up the connection you can chose 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 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 the Channels icon (
) in the sidebar, then select Talk and email > Email. - In the Support addresses section, click Add
address, then select Connect external
address.
- If
requested, sign in to your Gmail account.
If you don't want to import any pre-existing emails as tickets, then deselect Create tickets from last 50 emails.
When this option is selected, the last 50 emails, regardless of read/unread status, will be imported as tickets. When it is not selected, no pre-existing emails will be imported as tickets.
- Click Sign in with Google.
- Follow the on-screen prompts to connect to 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 the Channels icon () 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 already been imported will not imported again as duplicate tickets.
To reconnect a disabled Gmail account
- In Admin Center, click the Channels icon () 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, above.
- Click
Reconnect.
Once re-authorized, you should continue to receive all emails sent to that Gmail account.
7 Comments
I get an error message when trying to do so saying. Can someone help please?
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.
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...
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).
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
Hi , i want add zendesk mail on mail ios . what is smtp and imp setting for outgoing mail ?
developer@zedxion.com
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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