Send and receive email from Gorgias using automatic forwardingUpdated a day ago

When you create a new Gorgias helpdesk, we automatically generate a base email address that you can use to send and receive mail from Gorgias. If you’d prefer to send email with your company’s email address while using Gorgias, you can connect your email, then set up email forwarding to centralize your customer inquiries as tickets in your helpdesk.

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Requirements

• All Helpdesk plans (Basic, Pro, Advanced or Enterprise) can use automatic email forwarding to connect their email address to Gorgias
• Only Admins can set up email forwarding
• Admin access to your email provider is required to set up automatic forwarding and verify your domain. Invite your email administrator or IT to Gorgias.

What to expect

If you have an existing email address that you use for customer correspondence, connect it to Gorgias with email forwarding to bring incoming messages into Gorgias. Once your email is connected and you verify your domain, you’ll also be able to send replies from Gorgias using your external address instead of with the Gorgias base email.

Connecting your email to Gorgias happens in three steps:

1. Add your email address to Gorgias.
2. Set up forwarding in your email provider’s settings so that incoming messages are forwarded to your Gorgias inbox.
3. Verify your email domain so that Gorgias can send outbound messages from your email address.

You can connect multiple email addresses to Gorgias to keep all your support requests in one place. For example, your customers may send support requests to 3 different email addresses:

• [email protected]
• [email protected]
• [email protected]

When you connect each of these to Gorgias, you can manage and reply to incoming mail from Gorgias and select which of your email addresses you’d like to reply from, instead of needing to manage three separate inboxes. If you’d like to connect multiple email addresses to Gorgias, set up one address at a time, repeating all three steps for each.

Who should use email forwarding?

If you’re on an Advanced or Enterprise Helpdesk plan, the only option for connecting your email to Gorgias is to use automatic email forwarding.

If you’re on a Basic or Pro plan, you have the option to use our Gmail or Outlook email integrations, but you might consider automatic forwarding if:

• You send more than 500 emails per day.
• You have a support email address with a custom domain (for example: @mycompany.com).
• You have an email provider other than Gmail or Outlook, or use non-standard types of email addresses like aliases or Google groups.
  
  

Step 1: Connect your email to Gorgias

To get started, connect your external email address to Gorgias by following the steps below:

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Email.
3. Click Add New Email in the top-right corner.
4. Enter the email address you want to use with Gorgias and an Email display name.
5. Click Next, then copy the forwarding address provided by Gorgias.
6. In a new tab, sign-in to your email inbox, then follow the steps to set up email forwarding for your email provider.
   
   

Step 2: Set up forwarding in your email provider

Once you’ve added your email address to Gorgias, set up email forwarding in your email provider’s settings. The steps to do this will be different depending on your email provider.

If you aren’t sure how to configure email forwarding, we recommend reaching out to your email service provider for support, or referring to their documentation. We’ve listed instructions from some common email providers below:

• Microsoft 365 (make sure automatic forwarding is enabled in your anti-spam outbound policy)
• Outlook
• Gmail
• iCloud
• GoDaddy
• Zoho

In most cases, setting up email forwarding follows 3 main steps:

1. Enable automatic forwarding in your email settings, pasting the address you copied from Gorgias into the forwarding address field in your email settings.
   • In some cases, your provider might email a verification link to Gorgias. If your email provider requires this, find the email in Gorgias and click the verification link before moving on to step two. The email should appear in the All view, but if you have the Auto-close spam emailsrule enabled, be sure to check the Closed view.
2. Return to Gorgias > Settings > Email, select your email address from the list, then check the box next to I confirm that I have set up email forwarding.
3. Click Next. Gorgias will send a test email to verify that the forwarding loop is set up correctly. Learn what to do if verification fails.
   
   

Step 3: Verify your email domain

Verifying your domain is required to send email from Gorgias with your email address. A verified domain also reduces bounce rates, prevents emails from landing in recipients' Spam folders, and ensures your email address is recognized as safe by your customers' email providers.

Gorgias provides the values you need to set up domain verification in your Domain Registrar’s DNS settings. Copy these values, then paste them into records in your DNS settings. If you’re verifying a domain for the first time, visit our article about how to verify your email domain.

Step 4: Import historical email data (optional)

You can import the last two years of your email history into Gorgias, and bring past conversations into your helpdesk as closed tickets. Spam emails won’t be imported, and imported emails don't count under your total billable ticket amount unless you reply to them after the import. Learn more about importing emails into Gorgias.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Account, then select Email import.
3. Click Import Email.
4. Under Email, click the dropdown menu, then search for and select the email address and select your email provider.
5. Under Import timeframe, click the dropdown menu to open the calendar picker, then select from the predefined timeframes, or enter a custom date range.
6. Click Authenticate And Import, then sign in to the email account you’ve specified.
   
   

FAQ and troubleshooting