Import emails into GorgiasUpdated 2 days ago

You can read and respond to emails sent to an external email address from your Gorgias helpdesk by connecting a direct email integration or by setting up automatic email forwarding. If you’d like to bring previous email interactions with a customer into your helpdesk, you can import the conversation history from your external email provider.

Requirements

• Available on Basic, Pro, Advanced and Enterprise plans
• Only Admins can import data into Gorgias

Import emails from Gmail or Outlook

You can import up to two years of historical email data into your helpdesk for as many external email addresses as you’d like. Each import is tracked on the Email Import page, where you can also see the number of emails included in an import, the date range, and the import’s status. You can run multiple imports from different email accounts at one time, however it's not possible to run simultaneous imports from a single email address. If you need to run multiple imports for a single address, you can start a new import from the email address once the first import is finished. 

Emails will be imported as closed tickets, and new customer profiles will be created from the email addresses in each conversation. If you've interacted with a customer in a ticket before importing from an email address, we'll merge their imported profile into their existing one. Rule automations will not be applied to imported emails.

Import emails from a connected address

You can import data from any verified email address that you’ve set up for email forwarding or connected with the direct email integration.

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. If you connected your email with email forwarding, 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.

Import emails from a new address

You’ll need to add email addresses to Gorgias for forwarding or connect them with the direct email integration before you can import its data.

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 select +Add New Email. You’ll be redirected to the Email Forwarding setup.
5. Follow the steps to add your email address, and verify the email domain or the steps to connect Gmail or Outlook with the email integration.
6. Repeat steps 1-3 to return to the Email import page, then under Email, select your newly added email address. If you connected your email with email forwarding, select your provider.
7. Under Import timeframe, click the dropdown menu to open the calendar picker, then select from the predefined timeframes, or enter a custom date range.
8. Click Authenticate And Import, then sign in to the email account you’ve specified.

Import Notifications

You'll receive a notification in Gorgias once your import has successfully completed, or if there was a problem with the import. The different notifications are:

• Email history imported
  We’ve successfully imported emails from [email address] between [Month/Day/Year] and [Month/Day/Year] to your tickets.
  
  Your email history was successfully imported, and no further action is needed. 

• Email import failed
  We couldn’t sign you in. Check your login details and try again.
  
  When logging into your email provider, the login failed. Return to the import page to re-try the authentication.

• Email import failed
  The email you selected for the import doesn’t match the one you signed in with. Please sign in with the same email for both.
  
  When logging into your email provider, you signed-into a different email account than what you selected to import. Return to the import page, and select the matching email address on the authentication screen.

• Email import failed
  We couldn’t find [email address] in Gorgias. Please add it to your account settings before continuing.
  
  While the import was running, the connected email address was deleted. Reconnect the email address, then restart the import.

• Email import failed
  Something went wrong while processing your request. Please try again later.
  
  The import failed due to an upstream issue. If you've waited a few hours before retrying the import and it continues to fail, contact our support team for help.