Gmail

Updated 3 weeks ago by Amy Elenius

This article will guide you through all types of Gmail integrations.

How it works

Depending on the type of your Gmail address, you will want to follow one of the two methods to integrate:

Direct

  • Gmail (standalone)

Forwarding

  • Gmail (alias)
  • Gmail (group)

Setup instructions

Gmail (standalone)

Before you get started you will need:

  • Your email password.
  • Admin or Lead Agent user permission in Gorgias.

  1. In Gorgias open the main menu.
  2. Click Settings → Integrations → Email.
  3. Click 'Connect Google email account'. You will be redirected to a Gmail authentication page.
  4. Sign into your Gmail account (if your haven't already).
  5. Click 'Allow'. You will be redirected back to your email preferences page.
  6. Set up your Address name.
  7. Set up your email signature.
  8. Click 'Save changes'.

Your email is now connected!

1. In Gorgias open the main menu

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2. Click Settings

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3. Click Integrations

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4. Click Email

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5. Click Add email address

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6. Click Connect Google email account

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7. Select the email address you wish to integrate

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8. Enter your password

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9. Click Next

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10. Click Allow

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11. Set your email address name (this is your sender name)

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12. Customize your signature

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13. Click Save changes

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14. Hooray 🎉 Your email is now integrated with Gorgias!

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15. Hooray 🎉 Your email is now integrated with Gorgias!

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Here's an interactive tutorial

https://www.iorad.com/player/1853796/Connecting-email---Gmail

Gmail (alias)

An alias is an alternative email address that feeds into one central inbox.

If you have one inbox with one address, and can only send/receive messages from that address it's most likely a regular email. For this you can use the direct integration with Gmail.

If you have one inbox but can send and receive emails from multiple addresses, one or more of these are most likely to be an alias. In this case you each address will need its own integration (Gorgias) and filter (Gmail).

If you have one inbox that receives emails sent to a Group address please use the email forwarding with Gmail (group) instructions.

Before you get started you will need:

  • Your email password.
  • Admin or Lead Agent user permission in Gorgias.

  1. In Gorgias open the main menu.
  2. Click Settings → Integrations → Email.
  3. Click 'Connect other email provider'.
  4. Enter your address name.
  5. Enter your email address.
  6. Click 'Connect this email account'.
  7. Click 'Copy' to copy the default Gorgias email.
  8. Open your Gmail inbox in a new tab.
  9. Click the Settings cog → See all settings.
  10. Click 'Forwarding and POP/IMAP' → 'Add forwarding address'.
  11. Paste your default Gorgias email into the email field.
  12. Click 'Next'. This will open a popup to confirm the change.
  13. Click 'OK' to send a confirmation email to the default Gorgias email.
  14. In your Gorgias account, open the main menu → Tickets.
  15. Open the new ticket from your store email.
  16. Click the confirmation link. This will open a new tab.
  17. Click 'Confirm'. You will be redirected to your Gmail inbox settings.
  18. Open the search filters.
  19. In the To field enter the address of the alias you wish to forward to Gorgias.
  20. Set the forwarding address to the default Gorgias email.
  21. Click 'Create filter'.
  22. In your Gorgias account, navigate to Settings → Integrations → Email. Select the email you are connecting.
  23. Click 'Re-send verification email' and wait 30 seconds. You will be shown the email settings page. If this doesn't happen please refresh your page.
  24. In the email settings page, customize your signature.
  25. Click 'Save changes'.

Your email is now connected! Emails sent to that alias will now be forwarded to Gorgias.

If you have multiple aliases you wish to connect, you will need one email integration and one new filter for each alias.

To improve the deliverability of the emails that you send from Gorgias, we recommend that you set up SPF and DKIM.

1. Open the main menu

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2. Click Settings

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3. Click Integrations

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4. Click Email

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5. Click Add email address

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6. Click Connect other email provider

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7. Enter your address name

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8. Enter the email address you wish to connect

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9. Click Connect this email account

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10. Click Copy to copy your default Gorgias email

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11. Open your Gmail inbox in a new tab

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12. Click the settings cog

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13. Click See all settings

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14. Click Forwarding and POP/IMAP

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15. Click Add a forwarding address

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16. Paste your default Gorgias email

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17. Click Next

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18. A pop will open to confirm this change/ Click Proceed

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19. Click OK to send the confirmation email

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20. In Gorgias, open the main menu

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21. Click Tickets

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22. Click to open the new ticket from your store email

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23. Click the confirmation link

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24. A popup will appear confirming the forwarding address.

Click Confirm

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25. Click to open search filters

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26. In the To field, enter the email address you are forwarding to Gorgias

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27. Click Create filter

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28. Click Forward it to

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29. Click the arrow to view forwarding emails

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30. Select the default Gorgias email

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31. Click Create filter

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32. In Gorgias, open the main menu

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33. Click Settings

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34. Click Integrations

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35. Click Email

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36. Click the email address you are connecting

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37. Click Re-send verification email. Wait 30 seconds for this step to complete. If you are not automatically redirected, refresh the page.

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38. Customise your email signature

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39. Click Save changes

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40. Woohoo! 🎉 Your email alias is now connected to Gorgias

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Here's an interactive tutorial

https://www.iorad.com/player/1862387/Connecting-email---Gmail--alias-

Gmail (group)

A Group is a collection of addresses that receive emails sent to a single address. For example, when a customer sends an email to sales@mycompany.com the message is also distributed to everyone in the sales team.

There are 3 steps to this integration:

  1. Set up the email integration in Gorgias.
  2. Set up email forwarding to your default Gorgias email in Gmail.
  3. Add the default Gorgias address to your group.

Before you get started you will need:

  • Your email password.
  • Permission to edit Groups in Google Workspace.
  • Admin or Lead Agent user permissions in Gorgias.

You will also need to open 4 tabs in your browser:

  1. Gorgias, eg. youraccount.gorgias.com.
  2. Gorgias Tickets page, eg. youraccount.gorgias.com/tickets.
  3. Gmail Forwarding settings page. Click here to open.
  4. Gmail Groups page. Click here to open.

Now for the setup instructions:

  1. In Gorgias open the main menu.
  2. Click Settings → Integrations → Email.
  3. Click 'Connect other email provider'.
  4. Enter your address name.
  5. Enter your email address.
  6. Click 'Connect this email account'.
  7. Click 'Copy' to copy the default Gorgias email. Open the Gmail forwarding settings page tab.
  8. Click 'Add forwarding address'.
  9. Paste your default Gorgias email into the email field.
  10. Click 'Next'. This will open a popup to confirm the change.
  11. Click 'Proceed' to send a confirmation email to the default Gorgias email.
  12. Click 'OK' and open the Gorgias Tickets page tab.
  13. Open the new ticket from your store email.
  14. Click the confirmation link. This will open a new tab with a confirmation message.
  15. Click 'Confirm'. Open the Gmail Groups page tab.
  16. Click 'Edit settings' 'Edit icon' (pencil).
  17. Ensure 'Publish posts to external source' is enabled.
  18. Ensure 'Allow members outside your organisation' is enabled.
  19. Click 'SAVE'.
  20. Click 'ADD MEMBERS'.
  21. Add the default Gorgais email into the user field.
  22. Click 'ADD TO GROUP'. Open the Gorgias tab.
  23. Click 'Verify email forwarding'. Wait 30 seconds for the verification process to complete and refresh your page if needed.
  24. Customize your signature.
  25. Click 'Save changes'.

Your email is now connected! Emails sent to this group will now be forwarded to Gorgias.

If you have multiple groups you wish to connect, you will need to add one email integration for each group.

1. In the Gorgias tab, open the main menu

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2. Click Settings

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3. Click Integrations

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4. Click Email

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5. Click Add email address

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6. Click Connect other email provider

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7. Enter address name

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8. Enter the email address you are connecting

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9. Click Connect this email account

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10. Click Copy to copy the default Gorgias email

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11. In the Gmail Forwarding settings tab, click Add a forwarding address

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12. Paste the default Gorgias email into the address field

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13. Click Next

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14. A popup will open to confirm the change, click Proceed

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15. Click Okay

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16. In the Gorgias Tickets page tab, click to open the new ticket

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17. Click the confirmation link, this will open a new tab to confirm the forwarding address has been added

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18. Click Confirm

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19. in the Gmail Groups page tab, click Edit settings

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20. Click the Edit icon

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21. Ensure Publish posts to external source is enabled

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22. Enable Allow members outside your organisation

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23. Click SAVE

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24. Click Add Members

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25. Paste the default Gorgias email into the search bar and select this

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26. Click Add to Group

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27. In the Gorgias tab, click Verify email forwarding

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28. Customize your email signature

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29. Click Save changes

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30. Hooray! 🎉Your Gmail Group is now connected to Gorgias

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Here's an interactive tutorial

https://www.iorad.com/player/1863526/Connecting-email---Gmail--Group-

FAQs

What is the difference between Google, Google Workspace, G Suite and Gmail?

Google is the overarching company that owns and distributes all Google products/services

Google Workspace (formerly G Suite) is a suite of products sold as a package. This includes Gmail, Google calendar, etc...

Gmail is the mail service provided by Google. All email provided by Google will used the Gmail server.

Please note: Gmail email addresses can be access via a third party mail client including Outlook, Air Mail, Apple Mail, etc... It's important to set up forwarding integrations via server-sider forwarding not client-side forwarding.

What is 'sending emails with Gmail'?

This setting prefers to the server for outbound emails. When enabled emails sent from Gorgias will be sent via Gmail and appear in the Gmail sent items. When disabled emails sent from Gorgias will be sent via Mailgun (our internal server) and won't appear in Gmail sent items.

Disabling this setting can be useful if Gmail identifies your inboxes as spam and causes issues with sending. If you have connectivity issues, and Gmail integration is disconnected frequently, you can uncheck this option and keep replying to your incoming emails from Gorgias. Even when disabled the sender address will still be your integrated email.

Here's how to set this up:

  • Access your Gorgias account and go to Settings → Integrations → Email
  • Choose the Gmail integration from the list and uncheck this box:

Please note that this option is automatically checked once adding your Gmail integration.

For this feature to work properly, please set up your email account SPF settings.

What is the 'tag Gorgias tickets...' setting?

This setting relates to the automatic tagging that happens in your Gmail inbox for Social, Promotions, Updates and Forums. These tags are synced directly from Google and are not related to rules in Gorgias.

When enabled Social, Promotions, Updates and Forum tags will be added automatically in Gorgias if they are tagged in Gmail, When disabled these tags will not be added in Gorgias (even if they remain in Gmail).

You can easily disable this option by accessing Settings → Integrations → Email → Select your Gmail account and uncheck the feature as shown below:

When I copy my text from Gmail to Gorgias, the formatting is all messed up. What should I do in this case?

Gorgias does not copy formatting from external sources. When copying text from a different app or source, make sure to paste it as plain text/without formatting - the keyboard shortcut for this is Ctrl + Shift + V for Windows (Cmnd + Shift + V for Mac). Once you pasted the text without formatting, format it in Gorgias again normally.

If you still have some questions about your Gmail integration, please don't hesitate to reach out to our Support Team via the live chat widget or by writing an email to support@gorgias.com. We'll be happy to advise!


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