Connect Outlook to your Gorgias inbox (Microsoft 365)Updated 3 days ago

To set up Email as a channel in Gorgias, you can connect your Outlook or Microsoft 365 account to your Gorgias inbox. When you connect Outlook to Gorgias, all new messages received at your support email address will appear as tickets in your helpdesk.

To complete the setup, you’ll need to be an Admin in Gorgias, and have access to the Outlook account that you want to connect.

Requirements

• Only Admins can connect Outlook to Gorgias
• Only available to accounts on the Basic or Pro Helpdesk plan
  
  
  • If you have an Advanced or Enterprise Helpdesk plan, use automatic forwarding to connect your email to Gorgias
• Recommended for brands sending fewer than 500 emails/day

Connect your Microsoft 365 account

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Channels, then select Email.
3. Click Add New Email in the top right corner.
4. Click Microsoft 365.
5. Select the email address you’d like to connect, or click Use another account to add an email address that isn’t listed.
6. Allow Gorgias permission to access your Microsoft Account.
7. Enter a display name for your email integration, then click Save.
   
   

Additional options

Once you’ve connected an email address, you can adjust the settings for emails sent to and from that address, select an email service provider — either Outlook or Gorgias — and import historical data from the account.

Set a default email address

When you set up Email as a channel in Gorgias, we automatically create a base email address for your helpdesk ([email protected]). This address is used as the default for sending email replies to tickets, but you can update the default address to a connected support email address. When you create a new ticket, it will be sent from your default address, but you can update it in the ticket before sending.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Channels, then select Email.
3. Select an email address from the list.
4. Under General, click Set As Default.

Set an email Signature

An email signature is a block of text appended to the end of an email message that usually contains the sender's name, contact information, and website. Email signatures in Gorgias are set separately for each email integration, so you can customize the signature for each email address you send messages from. Here’s how:

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Channels, then select Email.
3. Select an email address from the list.
4. Under Email Settings, click Display name and signature.
5. Under Signature, enter your signature text.
6. Click Save Changes.

Learn how to set your email signature using variables, rich text formatting, emoji, and more.

Choose an email service provider

If you have a custom email domain (i.e.: @yourbrand.com),you can choose to continue using Outlook as your email service provider, or use Gorgias.

You might switch to Gorgias as your email service provider if you're experiencing deliverability issues with Outlook, regularly reach Microsoft's daily send limit, or are seeing frequent outages impacting your email integration. The option to use Gorgias to send and receive email is only available for verified email domains, and cannot be used if your connected email address uses an @outlook.com domain.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Channels, then select Email.
3. Select an email address from the list.
4. Under Email Settings, click Advanced delivery settings.
5. Select either Send emails via Gorgias email delivery platform or Send emails via Outlook API.
6. Click Save Changes.

Import historical email data

You can import the last two years of your email history into Gorgias to 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. Learn more about importing emails into Gorgias.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Account, then select Email import.
3. Click Import in the top-right corner.
4. Under Email, click the dropdown menu, then search for and select the email address, then select Outlook as the 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.