Email Integrations

Updated 3 weeks ago by Amy Elenius

How it works

A significant portion of your communication with your customers is most likely done via email. Email is so huge it has about 4 billion users worldwide. Gorgias recognizes that and has a first-class integration with major email providers such as Gmail and Outlook.

This article will show you how to integrate your support email address so that your customers' emails arrive in Gorgias.

Setup instructions

Email can be integrated via direct integration or forwarding. The integration method that is right for you will differ depending on your setup. If you know your email setup please use the buttons below to view setup instructions

Direct integration

Email forwarding

Email account, client, provider and type

There are four main components to consider when looking at emails: account, provider, type and client. Let's look at each of their definitions:

  • Email account: the email address you use to log into your account (eg. amy@gorgias.com)
  • Email provider (host): the service provider that hosts your email (eg. Google, Microsoft, Yahoo, etc...)
  • Address type: the type of address you are integrating (standalone, alias or group)
  • Email client: the application you use to view your emails (Outlook, Apple Mail, Airmail, etc...)

In most cases the client you are using will be completely different from the provider. For example, you could be using a standalone email account that is a provided by Google and viewed through Apple Mail. In this case the setup would be:

Email account = amy@gorgias.com / Email provider = Google (Gmail) / Type = standalone / Email client = Apple Mail

Please note there is both an Outlook app (client) and Outlook provider (Microsoft). For this reason it can be confusing to try and work out exactly which provider you have if you use Outlook to check your emails.

See How do I find who my provider is? or our FAQs for further clarification

Direct integration vs email forwarding

The table below shows which integration is suitable for each email setup

Provider

Server accessed via

Type

Integration

Microsoft (Outlook)

Microsoft 365 (formerly Office 365)

standalone

direct

Microsoft (Outlook)

Microsoft 365 (formerly Office 365)

alias

email forwarding

Microsoft (Outlook)

Outlook.com

standalone

email forwarding

Microsoft (Outlook)

Outlook.com

alias

email forwarding

Google (Gmail)

Gmail

standalone

direct

Google (Gmail)

Gmail

alias

email forwarding

Google (Gmail)

Google Workspace (formerly G Suite)

standalone

direct

Google (Gmail)

Google Workspace (formerly G Suite)

alias

email forwarding

Google (Gmail)

Google Workspace (formerly G Suite)

group

email forwarding

Zoho (Zoho)

Zoho

standalone/alias/group

email forwarding

GoDaddy (GoDaddy)

GoDaddy

standalone/alias/group

email forwarding

Dreamscapes Network (Crazy Domains)

CrazyDomains

standalone/alias/group

email forwarding

Oath Holdings (Yahoo)

Yahoo

standalone/alias/group

email forwarding

other provider not listed

standalone/alias/group

email forwarding

FAQs

How do I find out who my provider is?

There are handy free tools you can use to easily find your email provider. This will work for the majority of email accounts. If you run into trouble please reach out to our team.

The information you'll be looking for is your MX record. This will show the address and name of your email server. Use the instructions below to find this information using MX Toolbox Supertool (MX Record lookup).

  1. Click the Launch MX Toolbox button
  2. Type your email address into the search field
  3. Click MX Lookup
  4. In the results, find your provider in the IP Address field

Here is a list of common IP Address results and the providers they represent:

  • Google LLC = Gmail
  • Microsoft Corporation = Office 365, Outlook, Hotmail
  • Amazon.com, Inc = Amazon
  • Dreamscape Networks = CrazyDomains
  • Oath Holdings = Yahoo
  • GoDaddy = GoDaddy
  • ZOHO = Zoho
  • iiNet = iiNet

What is the difference between server-side forwarding and client-side forwarding?

There are two types of email forwarding: client-side (set up via your email client) or server-side (setup via your email provider).

Client side forwarding

This is what most people usually refer to when talking about email forwarding, and this is the method that will not work correctly with Gorgias. This is an action that you can perform manually when you receive an email and you click on the 'forward' button. What it does is that it wraps the email you want to forward in a new empty email and sends this new email to the address you're forwarding the email to.

Let's say that mycustomer@gmail.com sends an email to your support address support@mycompany.com that you want to forward to as5d4as5d4a@emails.gorgias.com. When using this forwarding, it will create a new email which will be sent as follows

From: support@mycompany.com, To: as5d4as5d4a@emails.gorgias.com, with Subject: FWD: {the previous subject} and containing the previous email in its body.


Even though this is most of the time done manually, this can also be automated via rules in some inboxes.

If you see that an email has 'FWD:' in its subject and was sent from the support email address and not to it, it's probably because the wrong type of forwarding was set.
Server-side forwarding

This is what we refer to most of the time when talking about email forwarding at Gorgias, and is the method that people need to use in order to set up automated email forwarding from their support inbox to their Gorgias account. This cannot be done manually for just one email and is usually set up in the 'Advanced settings' in your inbox.

If we take our example from above, here's what would happen when support@mycompany.com forwards the email to as5d4as5d4a@emails.gorgias.com is that it would literally take the email received and pass it to as5d4as5d4a@emails.gorgias.com without touching it. In this case it would not create a new email; it would forward the exact email received, which would then keep its original FROM, TO and SUBJECT properties.

When using email forwarding to integrate an account with Gorgias, it's important to use server-side forwarding as we need the forwarded messages to come directly from your server.

Setting up email forwarding through your email client will enable message to flow into Gorgias however will not allow outbound messaging or verification, which are required to successfully use the helpdesk.

What is the difference between a standalone address, alias and group/shared?

A standalone address is a single address you use to send, receive and log into your email. These will have one inbox and messages can be receive at and sent from this address. eg. amy@gorgias.com.

An alias is secondary address that can be used for sending and receiving. These will feed into the inbox of a standalone address, messages can be sent/received from this address. You cannot log into an email inbox with an alias address. eg. support@gorgias.com.

A group/shared address is a secondary address that can be used for receiving and (if configured) sending emails. Messages sent to this address will feed in the inbox of each group member. By default you cannot log into an email inbox with an alias address. eg. everyone@gorgias.com however in Outlook you can set up a password to allow this.

How do I import emails?

Historical emails can be imported only via direct Gmail and Microsoft 365 integrations.For each integration you can import the last 2 years worth of emails into Gorgias. They will be imported as closed tickets, except the 5 most recent ones which will be open.

Here's how to initiate an import:

  • Go in Settings → Integrations → Email → {your integration}
  • Click on 'Import emails'

What is the default email address in our email integrations used for?

The long email address under your integration page is a default email address added automatically with creating your account. Under the email integration page, you need to have at least one email address. So until you add your support email, this default one cannot be deleted.

This email address is mostly used for setting up forwarding, if your email integration is not a direct one (email providers Gmail or Office 365). You can delete this email address from your integrations page if you are using a direct email integration since you won't need it in that case. Also, if you need it later for a forwarding integration, you will get it back!

To be able to use this feature and the mentioned address, the address needs to be verified first, and when your Gorgias account is created, the email verification is automatically sent to the account owner's address.

If you have finished your forwarding setup, you can delete this address from your integration page and it won't have any impact on your Gorgias account. Also, if you have accidentally deleted that email address, it can be added back, by copying and pasting the address from the forwarding settings and verifying it.

What happens if I send a mass email to a lot of BCC’d customers? Can I split their replies into different tickets? Will everyone see everyone else's replies?

Not exactly. Gorgias is generally not made for sending mass emails. One of the reasons being, all the replies from the recipients of the mass email will go to the same ticket thread and this thread will be visible to all other recipients (regular recipients, not the ones who were BCC’d) should you chose to reply to one of them. We have no way to prevent this and split it into multiple tickets.

Now, the BCCd recipients will not be visible to other recipients initially. However, if one of the recipients replies to you (even using the reply option, not reply all), that message will go to the same ticket as the messages from other recipients. Should you choose to reply to an inquiry from that ticket at any time, the entire conversation thread will be visible.

If we respond to our customer emails directly from our mailbox, will the Gorgias tickets refresh and update as closed?

If you respond to an email outside of Gorgias (e.g. through your Gmail), your response will be shown in Gorgias as well, but the ticket will remain open until manually closed. Similarly, you can reply to and close a ticket in Gorgias, but the email will remain in your inbox and appear as unread.

Can we send an image to a customer without typing anything in the message body?

Currently, you cannot send an image by adding it to your reply directly and sending it without any text. However, if you simply attach the image, you will not have to type any text at all and can easily send the picture. The only difference is how this will appear to the receiver of your email.

What is the size limit for files sent through Gorgias?

Currently, the limit for Gorgias is 10 MB. However, different email clients might have different size limits. E.g. when a customer attempts to send a file/files larger than 25 MB via Gmail, those will be sent as a Google Drive link. In that case, the file will be viewable only if the sender shares access. Link sharing is best in this case.

What does it mean when an email looks like it was sent by the Gorgias Bot?

A Gorgias Bot is (in this case) simply indicating a response was sent outside of Gorgias, via one of the integrated email accounts. If a reply to a customer’s email is sent through your email directly instead of through Gorgias, it will show as sent by Gorgias Bot when you take a look at the ticket in Gorgias. This is because Gorgias cannot tell which agent sent the response through your email account.

Another time when you will see Gorgias bot instead of a users name is when the reply was sent by a rule in Gorgias. When this happens, you will see a link to the rule next to the Gorgias bot.

Can I forward the chat transcript to a certain email address once a chat ticket is closed?

If your customer didn't get back to you on your chat ticket after 1 hour, our system will automatically send them the transcript of the chat so far. There are chat settings that allow you to choose which email integration the transcript is automatically sent FROM, but as far as the TO address goes the transcript will be sent to the one that is on file for this customer.

Please just keep in mind that if after the conversation via chat is done you forward the email to a certain email address, all of the previous messages in the thread will be visible to the party that the thread was forwarded to as well. This is important to remember due to customer data protection and security.

There are certain limitations to forwarding threads at the moment, however, in order to maintain the best performance possible. The limits for thread length are:
- 15 messages in the thread
- 150 reply area content lines
- 1200 reply area content words
(reply area content  = user input + signature + reply thread)

I'm getting an error message "You have reached a limit for sending mail. Your message was not sent." I cannot send messages from either Gmail or Gorgias.

It could be that you have reached the Gmail sending limit for the day.

After reaching a sending limit, a Gmail user can't send new messages for up to 24 hours. However, they can still access their G Suite account and receive incoming emails. The user can also access their other Google services. After this suspension period, sending limits are automatically reset and the user can resume sending mail.

You can learn more about the Gmail sending limitations here.

My integration is set up correctly. Why are a number of emails not appearing in Gorgias?

If you're finding a number of emails are not reaching your Gorgias helpdesk it could be due to the in-built spam filter in Gmail.

This works by filtering out emails that Gmail suspects are spam from your inbox. At present this setting can be increased but cannot be relaxed. You can find out more about the spam filter for Gmail here and G suite here.

Gorgias does not have a native spam filter and it mimics your mailbox's spam filters and marks those tickets as spam.
You can also add a "spam" tag to your ticket but the ticket will not be placed in the spam folder until clicking Mark as spam.

Some emails do not create new tickets. Why is this?

We do not create tickets when they should have been created with only an automatic reply in them (for example, automatic replies to indicate that someone is on vacation). If you see an email in Gmail that did not create a ticket in Gorgias, that might be the reason why.

If you still have some questions or concerns that weren't covered by this guide, please feel free to reach out to our Support Team anytime


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