Gmail Support Email Address Disconnected - How to be notified?

Answered

6 Comments

  • Jessie Schutz
    Zendesk team member

    Welcome to the Community, Pete! 

    Our documentation states that a notification does get sent out when there's a problem with the Gmail Connector, but I needed to do some digging to verify exactly where you'd find it. Some of my colleagues in support were able to confirm that an email notification will get sent out to the email address that's linked using the connector. So in your case, it would have been sent to support@companyname.com.

    If this isn't an email address that you otherwise check on a regular basis (and it sounds like it's probably not), you should be able to tweak some settings in that Gmail account so that you don't miss these messages going forward.

    What I'm thinking is that you can create a filter that adds a label to that type of message, using criteria like the From address and subject line, which is probably auto-generated and always looks the same (apologies - I haven't ever seen one of these notifications, so I'm making an educated guess!).

    You should then be able to set up auto-forwarding based on that filter. You can have it forwarded right to your own email, and other Zendesk admins if you wish, so you don't miss another one. If you're not able to find the Forwarding option in your Gmail (I wasn't), check with whomever administrates your Google Apps account. Your Google Apps admins can disable the ability to auto-forward email, so they'd need to re-enable that for you.

    Hopefully that helps! I'm sorry that the notification fell through the cracks, but I think this will take care of it for you. Let us know if you need anything else!

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  • Pete Crocker

    Thanks Jessie, that's exactly what I was looking for!

    For anyone else's benefit, I logged in to the support@ email address, found the messages that were from the source address of support@support.zendesk.com, and chose the "Filter messages like this" option, then "create a filter from this search", and chose to have these messages forwarded to my own email account. 

    Then I logged in to zendesk as an admin, went to Admin --> Channels --> Email, and ran a test of the support@ email connector. That successfully generated an email that got forwarded and showed up in my personal email account. 

    The email that zendesk generates looks like this:

    Subject: We're testing your support email address

    Body:

    You added a support email address in Zendesk Support, and we've sent you this email to test the connection between this email address and your Zendesk account. If you didn't request this email, don't worry, just delete it and nothing will happen.

    If you did request this, and you already set up automatic forwarding between your email box and your Zendesk account, this email will be forwarded to support@XXX.com and we'll know that the forwarding is set up and you're good to go.

    On the other hand, if you haven't set up automatic email forwarding, you should do that now to make sure email from this inbox makes it to your Zendesk Support. If you have questions about how to set up email forwarding or any other questions about this email, please feel free to reply to it and a ticket will be created with our customer service team. You can also visit us at https://support.zendesk.com and submit a ticket there.

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  • Lee KB

    Is this feature still working? I recently had several addresses get disconnected and received no email that I can see. I've also asked under the related support doc, which does not seem to address this in any way :(

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Lee,

    I went ahead and replied to your other post here: Enabling automatic ticket creation for your Gmail inbox

    Hope this helps!

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  • Lee KB

    Anyone interested in this topic should be aware that Zendesk does NOT send a notification when Gmail connector gets disconnected, as discussed here:

    https://support.zendesk.com/hc/en-us/articles/203663296/comments/360002189193

    If this affects you, please vote for the feature request I have created for a Gmail connector failure notification:

    https://support.zendesk.com/hc/en-us/community/posts/360031650874-Gmail-connector-add-failure-notification

    Much appreciated!

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  • Brett - Community Manager
    Zendesk Community Team

    Thanks for sharing your feedback post Lee!

    I think this would be a great feature improvement so I've upvoted as well.

    Cheers!

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