Gmail connector — add failure notification

8 Comments

  • Nick
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    yah i got disconnected too recently... shld be a bug... alr reported. 

    agreed there shld be a notif!

    hope can resolve soon. missed quite some client's emails...

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  • Pawel C
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    This is very important to have at least the "disconnected" notification (either email or popup in app). We have changed our gmail account's password and we were not aware that this would disconnect our integration, as it uses API, not our password, to authenticate. It was disconnected for a couple months!

    The weird thing is that emails send as always from Zendesk using our integrated gmail account, and that is why we didn't notice any problems for such a long time. There was only an issue with forwarding emails from gmail to Zendesk so we missed hundreds of reply emails from our clients from the last couple months. We are very very disappointed, Zendesk should notify us that there is a problem right away! Now we have to deal with angry customers and apologize for delayed replies.

    Zendesk Team, please add that notification asap, this is a must!

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  • Ayal Kellman
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    +1 for this!

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  • alex shchukin
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    +1 for the feature

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  • Alex Kubacki
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    +1, stopped getting new tickets today...

     

    Of further interest, since it was Zendesk themselves that de-authorized our Gmail connection (per https://support.zendesk.com/hc/en-us/articles/360037602614) and I was digging through my email to try to find any notification this was going to happen (I couldn't), I did find that this type of notification exists (or existed) for Twitter:

     

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  • Bill Moran
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    Hi, our gmail connector was disconnected for a period of time as well. However, emails received to our support team were not importing into Zendesk. I have about 130 emails in my customer care inbox that need to go into Zendesk. Is there a way that I can do this?

    Thanks,

    Bill

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  • Comment actions Permalink
    We sometimes receive the notification about connection failure to our email . Thus, we have missed some emails from customers (emails didn't become tickets as usual). 
    And then, we have to reconnect manually whenever it happens. We would like to know the rootcause/reason of this issue in order to fix it completely. On the other hand, could we get failure connection notification via email/or other channels? So, we are able to perceive the connection failure immediately to avoid missing emails from customers.
    I am looking forward to hearing from your team soon. Thank you
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  • Lee KB
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    The 'solution' I've been given in the past is to set up Gmail to forward emails to your Zendesk support address (or create a new Zendesk support address for this purpose--you can create unlimited support addresses for free). This basically moves the import function from the somewhat unreliable Gmail connector over to the (I guess?) more reliable Gmail forwarding function. YMMV ...

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