Google Apps Email Integration

If you use Google Apps or Gmail for your organisation’s email, it’s easy to set up an email address to forward all email into CustomerSure rather than collecting dust in its inbox. You might want to do this for addresses such as help@[yourcompany].com or support@[yourcompany]

This works by forwarding all email from this address to your dedicated Service Desk email address, for example

Here’s how to set it up:

First of all, open your Gmail settings. This is on the 'cog' menu in the top-right

Then click the "Forwarding and POP/IMAP" tab, before clicking on the "Add a forwarding address" button:

And add the CustomerSure address you want to forward email to:

In this example, we’ve used the 'requests' address for an example company but you should use support@. Email forwarded to this address will create a new case in Service Desk.

The next step is very important…

When you click ‘next’, Google will send a verification email to your CustomerSure email address. Assuming you’ve got email notifications turned on in CustomerSure, you’ll see a copy of this email in your inbox. If not, you’ll have to log into CustomerSure to find it. The email should look as follows, and you need to click the link indicated by Google: (don’t forget if you can’t click the link, you can copy and paste it into your web browser)

If you don’t have email notifications switched on in CustomerSure, you’ll have to log into your Service Desk to pick up the confirmation message. Don’t forget you’ll need to click the ‘read more’ link to see the confirmation link from Google.

However you confirm the mail, once you have received the following success message, you can safely delete this case from Service Desk:

If you ever want to confirm your forwarding is set up correctly, check that your Gmail settings look similar to the following (with our example addresses replaced by your real addresses!)

And if you want to disable forwarding, simply check the "Disable forwarding" radio button, remembering to scroll down the page and click the "Save changes" button:

Any questions?

Let us help you! Drop a line to , or use the box in the footer of the CustomerSure app to send us a message.