Plan requirement
| Subscription | Any plan |
| Access | Admin |
Google requires a verification step before it will forward, which is where most Gmail setups stall.
Set it up
- Get the forwarding target address from Zendesk.
- In Gmail, open settings and go to forwarding.
- Add the target as a forwarding address.
- Google sends a confirmation code to that address.
- That message arrives in Zendesk as a ticket. Open it and find the code or the confirmation link.
- Confirm in Gmail, then switch forwarding on for all incoming mail.
The step that catches people
Step five. Google's confirmation goes to Zendesk, so people look in their mailbox for it and find nothing. It is sitting in your ticket queue, often in suspended tickets because it is automated mail.
If you cannot find it, look in the suspended list before assuming it was not sent.
A shared mailbox or a group address
Google Groups forward differently from a normal mailbox, and a group used as a support address needs its own settings for external posting and for who may send to it. Where the forwarding appears to work but nothing arrives, that is usually the cause.
Do not keep a copy
Gmail offers to keep a copy in the inbox. Choose to archive or delete instead. A copy means somebody will answer from Gmail, and that reply is invisible to Zendesk.
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