Email integration FAQUpdated a day ago

Connecting your email to Gorgias is a key step in setting up your helpdesk to support your customers. Whether you’ve added an email to your helpdesk with a direct Gmail or Outlook email integration, or with email forwarding, this FAQ provides answers to common questions about email integrations in Gorgias.

Should I use the email integration, or set up email forwarding?

If you have a Basic or Pro Helpdesk plan, you can use either the direct email integration for Gmail, the direct email integration for Outlook, or set up automatic forwarding to connect your email address to Gorgias. We recommend the direct email integration to brands who send and receive fewer than 500 emails per day.

If you have an Advanced or Enterprise Helpdesk plan, or send more than 500 emails per day, you’ll need to set up automatic email forwarding to connect your email address and bring external emails into Gorgias.

Can I import historical emails into Gorgias?

If you’ve connected your email address to Gorgias using the direct email integration, you can import 2 years of historical email data into your helpdesk using the integration by following the steps for importing from Gmail into Gorgias, or for importing from Outlook into Gorgias.

You can also import email data into Gorgias using our data import tool. If you connected your email address to Gorgias using automatic email forwarding, you’ll need to use the data import tool to import historical emails into your helpdesk.

What will happen if I respond to an email from my inbox, instead of in Gorgias?

If you respond to an email outside of Gorgias (e.g. through your Gmail or Outlook inbox), instead of responding to the ticket in Gorgias, the emailed response will appear in the ticket, but you’ll need to manually close it. Similarly, when you reply to or close an email ticket in Gorgias, the email in your inbox will remain unread.

What's the difference between a standalone address, alias, and a group/shared address?

• A standalone address is a single email you use to send, receive, and log into your email. They'll have one inbox and emails can be received and sent from this address.
• An alias is a secondary address that can be used for sending and receiving emails, but not logging into your email inbox. These will feed into the inbox of a standalone address, and emails can be sent/received from this address.
• A group/shared address is a secondary address that can be used for receiving and (if configured) sending emails. Messages sent to this address will feed into the inbox of each group member. By default, you can't log into an email inbox with an alias address, however, in Outlook you can set up a password to allow this.

Can I delete the base email address once I’ve set up an integration?

When you create a Gorgias helpdesk, we automatically create a base email address for your Email channel ([email protected]). You can use this email address to configure email forwarding, or, you can use it to communicate with your customers. Until you connect an external email to Gorgias, you won’t be able to delete it. Once you’ve connected an external email address, you can delete the base email address, if you’d like.

What will happen to my email tickets if I delete an email integration?

Deleting an email integration removes that email address from Gorgias. The email tickets currently in your helpdesk that came from that email address won’t be impacted, but any subsequent emails received at that address will not appear as tickets in Gorgias.

If you’ve set up email forwarding, deleting the base email won’t impact existing email forwarding integrations.

What is the "Send email via Gorgias" setting?

When you've connected a Gmail or Outlook address to Gorgias, you can enable Send email via Gorgias to change the email server that sends your emails.

Emails sent using Gorgias are not subject to the same sending limits that other email providers put in place. If you send a high volume of email and regularly reach Gmail or Outlook's sending limits, you might consider enabling this setting.

Once you've verified your domain and enabled Send email via Gorgias, your messages are sent using Gorgias's email provider, from the connected email address. Emails sent via Gorgias will not appear in your Gmail or Outlook sent folder.

Why did one of my customer emails go to the Spam View?

Gorgias imports emails as your provider sees them, and does not have a spam filter of its own. This means that if an email was marked as spam in your email provider at any point, even if you unmarked it as spam later on, it will be imported as spam in Gorgias. If it arrived in your regular inbox, it will be imported as a regular ticket.

To unmark the ticket as spam in Gorgias, click the three dots in the upper right corner of the ticket and select Unmark as spam.

Why are some of my emails missing from Gorgias?

If newly received emails aren’t being imported into your helpdesk, check your email inbox to see if the emails have been marked as spam by your email provider.

If you’ve connected an email address using the Gmail or Outlook direct email integration, spam emails will be imported into the Spam view in Gorgias, but if you connected an email address using automatic email forwarding, spam emails won’t be imported.

Why did my email disconnect?

Your email provider controls the access token that allows Gorgias to access your email data. For security reasons, your provider may occasionally revoke this token. This can happen if you change your password, if the token is compromised in a security incident, or if it hasn't been used for an extended period, depending on the service.

To reconnect it, navigate to Settings -> Channels -> Email, locate the deactivated email address in the list, then click Reconnect and authenticate with the email login credentials.

Please note that you need to have Admin permissions in Gorgias and the login credentials of the email account to reconnect the integration. If the authentication redirects to the wrong email address, try following the steps above in a private browsing window.

I'm getting the error message "You have reached a limit for sending mail. Your message was not sent." I can't send emails from either Gmail or Gorgias.

It could be that you've reached the Gmail sending limit for the day.

After reaching a sending limit, a Gmail user can't send new messages for up to 24 hours, however, they can still access their G Suite account and other services and receive incoming emails.

After this suspension period, sending limits are automatically reset and the user can resume sending emails.

You can enable Send email via Gorgias to avoid reaching Gmail or Outlooks limits for sending emails.