Connect Gmail to your Gorgias inboxUpdated 19 days ago

To set up Email as a channel in Gorgias, you can connect your Gmail or Google workspace account to your Gorgias inbox.

When you connect Gmail to Gorgias, you’ll receive new messages sent to your support email address directly in Gorgias. You can then send and reply to email messages as tickets from your Gorgias helpdesk.

To complete set up, you’ll need:

• Admin permissions in Gorgias
• Access to the Gmail or Google workspace account that you want to connect to Gorgias

Who can use this feature?

• Only available to accounts with Basic or Pro Helpdesk subscriptions
  
  
  • Note: if you have an Advanced helpdesk subscription or higher, you must use automatic forwarding to connect your email to Gorgias
• Recommended for low volume use (under 500 emails/day)

Steps to connect your Gmail account

1. Navigate to Settings -> Channels -> Email.

2. Click on Add New Email in the top right corner.

3. Click on Connect Google Email Account.

3. Choose a Gmail address from the list or, if you don't see the email address that you wish to integrate listed there, you can click on Use another account. 

4. Allow Gorgias permission to use your email address.

5. Choose a name for your email integration, import your emails, set up your Signature, and make other changes.

Customization

Import emails

You can choose to import the last 2 years of your emails into Gorgias by clicking on the Import Emails button on the new email integration's page - this will bring your emails into Gorgias as closed tickets, so they can be accessed in your Closed View in Gorgias. 

Gorgias won't import Spam tickets into Gorgias, and these tickets don't count under your total billable ticket amount unless you reply to them.

Set up your Signature

Learn more about how to set up your email signature.

Tag tickets with Gmail categories

You can choose whether you want to tag tickets in Gorgias with Gmail categories, such as Social, Promotions, Updates, etc. If you opt-in, your tickets will appear in Gorgias with an existing tag coming from Gmail.

Group emails into conversations

We group messages like Gmail does by default which can cause issues with Contact Forms, so it's best to disable this option if you're experiencing issues with Contact Form responses from different customers being merged into the same ticket. 

For tickets that got accidentally merged by this feature, we recommend manually creating a new ticket and then reaching out to each customer separately. 

Send emails from Gorgias via Gmail

Under the Outbound Email Deliverability section, you can choose whether you want to continue using Gmail as a provider to send your emails, or if you would rather use Gorgias' email provider. 

You should consider choosing our email provider only if you're experiencing deliverability issues with Gmail, or if you're having issues with sending emails. You can also choose this option if you're seeing a lot of outages affecting your Email integration, to ensure you always have another way to send your emails to customers.