How to set up email forwarding

Updated a day ago ​by Romain Lapeyre

G Suite & Gmail

Good news! If you're using a support inbox provided by Gmail or G Suite, you can add it in just a few clicks. It comes with a few benefits: emails are sent from your own Gmail account, and Gorgias mirrors Gmail. If you send an email in Gmail, you'll see it in Gorgias, and vice versa. 

Here's how to add emails:

  1. Go to Integrations in your Gorgias account, and select Email
  2. Click Add email address
  3. Select Connect your Google account   
  4. Import the last 100 emails

You're done! 

G Suite & Gmail aliases

Say your support address is support@acme.com, and it's an alias of a Gmail or G Suite account named support@sfbicycles.com. 

If you want you want to receive emails from both addresses in Gorgias, and you're ok to use support@sfbicycles.com to reply back to all emails, just add this address as a Gmail integration.

If you want to receive emails sent to support@acme.com in Gorgias, and to use support@acme.com to reply back, follow the instructions below. You'll need to repeat these steps for each alias that you add. 

  1. In Gorgias, go to Settings -> Email -> Add email address
  2. Add support@acme.com as an email integration
  3. Go to your Gmail or G Suite account
  4. Click on the gear icon in the top right corner of Gmail, then click "Settings" in the drop-down menu


  5. Click on the “Forwarding and POP/IMAP” tab
  6. Click “Add a forwarding address”


  7. In the text box, type “support@{account-name}.gorgias.io”. Replace “{account-name}” with the name of your Gorgias account. You can find your Gorgias account name in the URL of your account

  8. Click “Proceed”
  9. In Gorgias, navigate to Open tickets, then open the confirmation email from Google
  10. Click on the long link to confirm the request
  11. Click Confirm
  12. Now, let's forward emails sent to your alias address to Gorgias. Click on the caret in the search bar to create a filter


  13. Add your alias address in the to field
  14. Click Create filter with this search
  15. Check Forward it to, select the address you added at step 7, and click Create filter 


All set! Now, emails sent to your alias address will arrive in Gorgias. When you respond to them, your response will be sent from the alias address too. 

To improve the deliverability of the emails that you send from Gorgias, we recommend that you set up SPF and DKIM.

G Suite Groups

  1. Log in to your G Suite Admin console and select "Groups"

  2. Open the group address that you want to add. Typically, it’s support@your-company.com
  3. Click the "Add users to group" icon in the top right corner of the screen


  4. In the text box, type support@{your-account-name}.gorgias.io. and click "Add"
  5. Navigate to "Role and permissions." Make sure that the "Also allow anyone on the internet to post messages" box is checked


Nice job! You can now head over to Gorgias and start responding to your customers' emails!

Outlook.com

  1. Log in to Outlook.com using your support email address
  2. Click on the gear icon in the top right corner of Outlook
  3. Click "Options" in the drop-down menu

  4. On the left side of the screen, click "Mail," then click "Accounts," then click "Forwarding"
  5. Click on the "Start forwarding" option, and type in support@{your-account-name}.gorgias.io. in the text box


  6. Click "Save"

Nice job! You can now head over to Gorgias and start responding to your customers’ emails!

Office 365

  1. Log in to your Outlook Office 365 using your support email address
  2. Click on the gear icon in the top right corner of Office 365
  3. In the search box, type "forwarding"


  4. Click the "Forwarding" link that appears
  5. Click on the "Start forwarding" option and type in support@{your-account-name}.gorgias.io. in the text box


  6. Click "Save"

Nice job! You can now head over to Gorgias and start responding to your customers’ emails!

Microsoft Exchange

If you're using a hosted Microsoft Exchange server, you can follow this tutorial to set up an email forwarding rule for support@your-account.gorgias.io

Office 365/Microsoft Exchange Shared Mailbox

A shared mailbox is a common mailbox that a group of users can open to read and send e-mail messages.  If your support email is a shared inbox, here's how to connect it to Gorgias:

  1. Make sure you're a member of this shared inbox
  2. Click on your name at the top right

     

  3. Click on Open another mailbox
  4. Type the name of the shared mailbox to select it
  5. Now that you are in the shared mailbox, click on the settings wheel at the top right
  6. Click Advanced settings -> Mail
  7. Click on the "Start forwarding" option, and type in support@{your-account-name}.gorgias.io. in the text box

Done! If you need help, you can always do a 5 min screen share with us.

Zoho Mail

  1. Log in to https://www.zoho.com/mail/
  2. Click on the gear icon in the top-right corner of the screen.
  3. Click on "Mail," then click "Email Forwarding and POP/IMAP"
  4. In the "Email forwarding" section, Click "Add Email Address"
  5. Type support@your-account.gorgias.io in the text box
  6. A confirmation email will be sent to your added email address. After you verify the added account, email forwarding will be enabled
  7. You can choose whether you want to delete an email from your Zoho account after forwarding, or retain the forwarded email in Zoho.
    • Select "No" for "Delete Zoho mail's copy" to leave a copy of the forwarded email in Zoho.
    • Select "Yes" for "Delete Zoho mail's copy", to delete the email in Zoho after forwarding to the specified email address.
  8. If you have chosen to "Delete Zoho mail's copy" for email forwarding, the emails will be deleted immediately and will not be available for POP retrieval. 
  9. Click "Save"

GoDaddy

To forward emails from GoDaddy to Gorgias, follow the instructions here.

Other email services

If you don’t know how to forward your emails we’re here to help! Please contact us at support@gorgias.io


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