How to set up email forwarding

Updated 1 month ago by Romain Lapeyre

Check out our tutorial video on connecting your email account to Gorgias and setting up your integrations:

Our tutorial videos will guide you through the helpdesk setup and configuring the features to your needs!

The two types of forwarding

There are two different ways to setup email forwarding. When we ask people to setup their email forwarding to Gorgias in order to receive emails, we only refer to one of those methods, and the other one will not work as expected. Below, we describe in more details what each type of forwarding is, how it is set up, and what consequences it has on emails.

Both methods are officially called email forwarding. We gave them names like client-side forwarding and server-side forwarding but those are not official names, just our way of differentiating those two.

Client-side forwarding

This is what most people usually refer to when talking about email forwarding, and is the method that will not work correctly with Gorgias. This is the operation that you manually do 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 sends an email to your support address that you want to forward to When using this forwarding, it will create a new email which will be sent From:, To:, 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 of your inbox.

If we take our example from above, here what would happen when forwards the email to is that it would literally take the email received, and pass it to 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 originals From, To and Subject properties.

Setting up an integration through forwarding

Say your support address is, and that is an alias of a Gmail or G Suite account named 

If you want to receive emails from both addresses in Gorgias, and you're ok to use to reply back to all emails, just add this address as a Gmail integration.

If you want to receive emails sent to in Gorgias, and to use to reply back, follow the instructions below. You'll need to repeat these steps for each alias that you add. 

  1. In Gorgias, go to Settings > Integrations > Email > Add email address
  2. Click on the "Connect other email provider" button.
  3. Add your email as an email integration by filling out the Address name and Email address fields, then clicking on "Connect this email account" button

Please just keep in mind that an email import is only possible with direct email integrations.

G Suite groups & Gmail aliases

Gmail aliases

Once you have connected your email integration, do the following:

  1. Go to your Gmail or G Suite account (this requires you to leave Gorgias for a moment)
  2. Click on the gear icon in the top right corner of Gmail, then click "Settings" in the drop-down menu
  3. Click on the “Forwarding and POP/IMAP” tab
  4. Click “Add a forwarding address”
  5. In the text box, type “{a random, pretty long id}". You will see the exact email, with the number id, when you set up the integration in Gorgias and click on the "Connect this email account" button. Click “Proceed”
  6. In Gorgias, navigate to Open tickets, then open the confirmation email from Google
  7. Click on the long link to confirm the request
  8. Click Confirm
  9. Now, let's forward emails sent to your alias address to Gorgias. Click on the caret in the search bar to create a filter
  10. Add your alias address in the "to" field
  11. Click Create filter with this search
  1. Check Forward it to, select the address you added at step 7, and click Create filter 

All set! Now, emails sent to your alias address will arrive in Gorgias. When you respond to them, your response will be sent from the alias address too. 

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

Check out our video for more context!

G Suite Groups

Make sure steps from "​Setting up an integration through forwarding​" are completed first.

  1. Log in to your G Suite Admin console and select "Groups"
  2. Open the group address that you want to add. Typically, it’s
  3. Click the "Add members" button under the Members section.
  4. In the text box, type “{a random, pretty long id}" and click Add. You can see the exact email in Settings > Integrations > Email. It's the default email integration created at the same time we create your Gorgias account.
  5. Navigate to Settings of your group address
  6. Under Access Type > Access settings check External box for Publish Posts and click Save.

Nice job! You can now head over to Gorgias and start responding to your customers' emails!

If your group was created using and not the G Suite Admin interface, then delete the group from the G Suite Admin interface and create it again using the same email address. 

IMPORTANT: G Suite Groups email addresses are considered as mailing lists. As such, automatic replies will not work with G Suite Groups email addresses. This is to prevent creating infinite loops of automatic responders auto-responding to each other forever. If you want to enable automatic replies on a G Suite Group email address, please delete it and create a regular Gmail email address instead.


  1. Log in to using your support email address
  2. Click on the gear icon in the top right corner of Outlook
  3. Click "Options" in the drop-down menu
  4. On the left side of the screen, click "Mail," then click "Accounts," then click "Forwarding"
  5. Click on the "Start forwarding" option, and type in “{a random, pretty long id}". You will see the exact email, with the number id, when you set up the integration in Gorgias and click on the "Connect this email account" button.

  1. Click "Save"

Outlook - Web App

  1. In Outlook Web App, click Settings > Options > Organize Email > Inbox Rules.
  2. On the Inbox rules tab, click the arrow next to the plus symbol +, and select Create a new rule for arriving messages.
  3. Under When the message arrives, select Apply to all messages.
  4. Under Do the following, select Redirect the message to.
  5. Select the address you want your mail sent to by double-clicking it in the address book view. For Gorgias, this should be the email address shown in the Integration section when adding ("{a random, pretty long id}"). If the address you want to redirect to isn’t in the address book, you can enter the email address in the To line at the top of the window.
  6. Click OK to save your selections and return to the new rule window.
  7. Click Save to save your rule and return to the Inbox rules tab.

Nice job! You can now head over to Gorgias and start responding to your customers’ emails!

Please do not set up forwarding for Outlook via the desktop app, as this can cause multiple issues.

Microsoft Exchange

If you're using a hosted Microsoft Exchange server, you can follow this tutorial to set up an email forwarding rule for "{a random, pretty long id}".

Zoho Mail

  1. Log in to
  2. Click on the gear icon in the top-right corner of the screen.
  3. Click on "Mail," then click "Email Forwarding and POP/IMAP"
  4. In the "Email forwarding" section, Click "Add Email Address"
  5. Type "{a random, pretty long id}" in the text box and hit the return/enter key
  6. A confirmation email with a code will be sent to "{a random, pretty long id}" and appear as a Gorgias ticket. Verify that email in Zoho with that code. After you verify the added account, email forwarding will be enabled
  7. You can choose whether you want to delete an email from your Zoho account after forwarding, or retain the forwarded email in Zoho.
    • Select "No" for "Delete Zoho mail's copy" to leave a copy of the forwarded email in Zoho.
    • Select "Yes" for "Delete Zoho mail's copy", to delete the email in Zoho after forwarding to the specified email address.
  8. If you have chosen to "Delete Zoho mail's copy" for email forwarding, the emails will be deleted immediately and will not be available for POP retrieval. 
  9. Click "Save"

If these steps are not clear enough, please check our video below.


To forward emails from GoDaddy to Gorgias, follow the instructions here.

Other email services

If you don’t know how to forward your emails we’re here to help! Please contact us at

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