Email integration FAQsUpdated 4 days ago

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

• 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. These will feed into the inbox of a standalone address, and emails can be sent/received from this address. You can't log into an email inbox with an alias 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.
  
  

How do I import emails?

Historical emails can be imported only via direct Gmail and Microsoft 365 integrations. For each integration, you can import the last 2 years' worth of emails into Gorgias. They'll be imported as closed tickets, except for the 5 most recent ones which will be open.

To initiate an import, navigate to Settings → Channels → Email → your integration Email integration and click on Import Emails.

What if we have 2-factor Authentication (2FA) set up?

2FA is a great security measure to take to protect your mailbox, however, sometimes this can result in a timeout or issues with emails not being imported into Gorgias.

This can easily be avoided if you make an app password (Google, Office 365), then the Email integration will work without disruption.

What's the default email address in our Email integrations used for?

The long email address under your integration page is a default email address added automatically when creating your account - it's unique to you. Under the Email integration page, you need to have at least one email address so, until you add your support email, this default one can't be deleted.

This email address is mostly used for setting up forwarding if your Email integration isn't a direct one. You can delete this email address from your integrations page if you're using a direct Email integration since you won't need it in that case.

In the event you deleted the default email address and you need to set up a forwarding integration, follow the steps to add the integration and the default email will be visible for you to copy it and add it to your mailbox forwarding settings.

What happens if I send a mass email to a lot of BCC’d customers? Can I split their replies into different tickets? Will everyone see everyone else's replies?

Gorgias isn't made for sending mass emails - one of the reasons being that all the replies from the recipients of the mass email will go to the same ticket thread and this thread will be visible to all other recipients (regular recipients, not the ones who were BCC’d) should you chose to reply to one of them. 

We don't have a way to prevent this and split it into multiple tickets, so our clients usually use 3rd parties to send these kinds of mass emails.

The BCC'd recipients won't be visible to other recipients initially, however, if one of the recipients replies to you (even using the Reply option, not Reply All), that message will go to the same ticket as the messages from other recipients. 

If you reply to a message from that ticket, the entire conversation thread will be visible.

If we respond to our customer emails directly from our mailbox, will those Gorgias tickets refresh and update as closed?

If you respond to an email outside of Gorgias (e.g. through your Gmail), your response will be shown in Gorgias as well, but the ticket will remain open until manually closed. Similarly, you can reply to and close a ticket in Gorgias, but the email will remain in your inbox and appear as unread.

Can we send an image to a customer without typing anything in the message body?

Currently, you can't send an image by adding it to your reply directly and sending it without any text. However, if you simply attach the image, you won't have to type any text at all and can easily send the picture. 

What's the size limit for files sent through Gorgias?

Currently, the limit is 10 MB, however, different email clients might have different size limits. If a customer attempts to send a file/files larger than 25 MB via Gmail, those will be sent as a Google Drive link. In that case, the file will be viewable only if the sender shares access - link sharing is best in this case.

Can I forward the Chat transcript to a customer once a Chat ticket is closed?

If your customer didn't get back to you on your Chat ticket after 1 hour, our system will automatically send them the transcript of the Chat so far. 

There are Chat settings that allow you to choose which Email integration the transcript is automatically sent from, but as far as the To address goes, the transcript will be sent to the one that's on file for the customer.

The limits for thread length are:

• 15 messages in the thread
• 150 reply area content lines
• 1200 reply area content words

(reply area content = user input + signature + reply thread)

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.

Some emails aren't appearing in Gorgias even though my setup is correct.

If you're finding many emails aren't reaching your Gorgias helpdesk it could be due to the built-in spam filter in Gmail. This works by filtering out emails that Gmail suspects are spam from your inbox. 

This setting can be increased, but can't be relaxed for both Gmail and G Suite.

Gorgias doesn't have a native spam filter - it mimics your mailbox's spam filters and marks those tickets as spam.

Email integrations set up via forwarding won't be able to import Spam emails, those will only be imported when using direct email integrations.

Some types of emails don't create new tickets.

We don't create tickets when they should've been created with only an automatic reply in them (for example, automatic replies to indicate that someone is on vacation). 

How do I set a default Email integration?

The Email integration that was added first to your account will be considered the default Email integration. 

If you want to change it, we recommend deleting all Email integrations except for your preferred one and, when that's the only one left, you can add the others again. 

Can I choose which emails to import when I integrate an email address?

When you integrate an email address, all incoming emails will be imported as tickets in Gorgias - there's no way to select the types of tickets you wouldn't like imported.

I'm getting an error "552. 5.2.2 <[email protected] > the user is over quota". Why?

This indicates that the recipient mailbox is full, so we recommend you contact the customer in some other manner (chat, phone, SMS, social media), as they cannot receive any new emails in that mailbox until they clear it out.