Other Email Providers
Updated 6 months ago
by
Amy Elenius
This article will help you integrate an email address hosted by a different provider than Gmail or Outlook/Microsoft.
How it works
You can set up an email integration with Gorgias from any provider that allows third-party forwarding.
There are 3 steps to do this:
- Setting up the email integration in Gorgias.
- Setting up server-side forwarding with your provider.
- Verifying the forwarding loop.
There are instructions below for steps 1 and 3. Most providers will have instructions on how to perform step 2 in their help center.
Before you get started you will need:
- Access to your email provider settings.
- Admin or Lead Agent user permission in Gorgias.
Also, it is important to distinguish between two types of email forwarding. When we at Gorgias recommend that you set up email forwarding with 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 detail what each type of forwarding is, how it is set up, and what consequences it has on your emails.
Both methods are officially called 'email forwarding'. In this guide 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 to better explain the differences.
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.
Setup instructions
- Setting up the integration in Gorgias:
- In Gorgias open the main menu.
- Click Settings → Integrations → Email.
- Click 'Connect other email address'.
- Enter your Address name and Email address.
- Click 'Connect this email account'.
- Copy your default Gorgias email.
- Setting up server-side forwarding with your provider:
- Use the default Gorgias email from Step 1 as the forwarding recipient.
- Verifying the forwarding loop:
- Open the main menu → Settings → Integrations → Email.
- Click to open the email integration you're working on.
- Click 'Verify email forwarding'. Once verification is complete you will see the email integration settings page. Please note can take up to 30 seconds. Refresh the page if needed.
- Set up your email signature (optional).
- Click 'Save changes'.
Your email is now connected!
Zoho
Before you get started you will need:
- To be logged into Zoho Mail.
- Admin or Lead Agent user permission in Gorgias.
- In Gorgias open the main menu.
- Click Settings → Integrations → Email.
- Click 'Connect other email address'.
- Enter your Address name and Email address.
- Click 'Connect this email account'.
- Copy your default Gorgias email.
- Click here to open your Zoho Settings page. This will open a new tab.
- Paste your Gorgias default address into the Add new email field, then press 'Enter'.
- Click 'Verify'. Navigate back to the Gorgias tab.
- Open the main menu → Tickets.
- Open the new Zoho Mail ticket.
- Copy the confirmation code. Navigate back to the Zoho Mail Settings tab.
- Enter the verification code, then press 'Confirm'. Navigate back to the Gorgias tab.
- Open the main menu → Settings → Integrations → Email.
- Click to open the email integration you're working on.
- Click 'Re-send verification email'. Once verification is complete you will see the email integration settings page. Please note can take up to 30 seconds.
- Set up your email signature (optional).
- Click 'Save changes'.
Your email is now connected!
Please check out the video tutorials here as well for further assistance on how to set up email integrations via forwarding.
If you still have some questions or concerns about integrating your email address with Gorgias, please feel free to message our Support Team anytime via our live chat or via email at support@gorgias.com. We'll be happy to assist!
