Email

Updated a month ago ​by Alex Plugaru

Add your support inbox to Gorgias

If you're like most internet companies, a significant portion of communication with your clients is via Email. Email is so huge it has about 4 billion users world wide. Gorgias recognizes that and has a first class integration with major email providers such as Gmail or Office365. This article will show you how to setup your existing email provider so your email it arrives in Gorgias. 

How to setup Email Forwarding

In order for you to respond to email in Gorgias you have to setup what we call Email Forwarding.  Just as the name suggests, it forwards all the email from your current email inbox (Ex: support@acme.com) to the Gorgias inbox creating a copy of that email. When you respond to that email in Gorgias it is then sent using our email servers to the customer. 

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. Other than keeping all of your email history in Gmail it has the benefit of being less likely to be marked as a Spam message and thus improve deliverability of your email.

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. Optionally import the last 100 email threads from Gmail into Gorgias Tickets.

You're done! Now you can receive and respond to emails using Gorgias. 

G Suite & Gmail aliases

If you’re using a Google Suite or Gmail alias as your support inbox, follow the steps below to forward your emails to Gorgias.

  1. Click on the gear icon in the top right corner of Gmail, then click "Settings" in the drop-down menu

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

  4. 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
  5. Click “Proceed”
  6. In Gorgias, navigate to “New & Open tickets,” then open the confirmation email from Google
  7. Click on the long link to confirm the request

  8. Click “Confirm”
  9. In Gmail, go back to the “Forwarding and POP/IMAP” tab. Click on the “Forward a copy of incoming mail to” option, and select your Gorgias address. Click “Save Changes”.

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

If you want to forward emails to several addresses at the same time, you can create a filter in your Google Apps account.

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

Microsoft Exchange Shared Inbox

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. Go to this shared inbox account on Outlook.com
  3. Click on  the settings wheel at the top right
  4. Click Advanced settings -> Mail
  5. 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"

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


Improve email deliverability using SPF and DKIM

Note: If you're using our Gmail Integration then you don't need to follow this part of the guide since Gmail does it for you.

If you have some customers complain that they didn't receive your email or that it arrived in their Spam/Junk folder then you're in the right place. Even if nobody complained and you're just setting your account up it's a good idea to follow it anyway.

First to understand why those emails arrive in the Spam folder we need to look at how we send emails with Gorgias. Suppose you added an Email Integration and your address is: support@acme.com and you want to send an email to customer@gmail.com.

What happens when you click Send in Gorgias (in simple terms) is this:

  1. We contact the Gmail Email servers and tell them that we want to send an email to customer@gmail.com.
  2. Gmail says: fine that email address exists on our servers, from whom is the email?
  3. Our servers say From: support@acme.com
  4. Gmail: Ok but how do I know that you have the right to send emails from support@acme.com - what if you're a spammer, eh?

To answer that last question we have to somehow prove that we're allowed to send email on behalf of acme.com email addresses. That is where SPF (Sender Policy Framework) comes in. SPF is a simple mechanism that uses a DNS record on your domain to answer that exact question. Which is to say that the IP addresses of gorgias.io servers are allowed to send email on behalf of acme.com.

SPF Setup

In order to setup SPF you have to be able to change the DNS records of your domain. The process of setting up an SPF DNS TXT record is different for different domain registrars and we cannot possibly cover them all, but here are some instructions for a few major ones: 

Once you're logged-in and able to modify your DNS records you need to add this TXT record:

v=spf1 include:spf.gorgias.io ?all

If you already have a TXT record on your root domain that is used for SPF you can simply add include: spf.gorgias.io alongside the other records (space separated). For example:

v=spf1 include:mailgun.org include:spf.gorgias.io ?all

The change will be taken into effect depending on the TTL you've setup for your TXT record. 

DKIM Setup - beta.

Currently DKIM support in Gorgias is in beta. If you need it please send us an email: support@gorgias.io


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