Auto-forward From Google Workspace to Help Scout

Google Workspace (formerly known as G Suite) is a robust and fully featured business email service offered by Google that utilizes the Gmail interface for email. This article will cover setting up automatic forwarding of all email from a Google Workspace mailbox or a Gmail free email address to a Help Scout inbox.  

This guide is for a standard Google Workspace User mailbox, and covers forwarding all email that comes to that Gmail mailbox to a single Help Scout inbox. 

If you are using a different type address at Google for the email you want to forward to Help Scout, you may want to check out one of these guides instead: 

Note: After enabling forwarding at Gmail, you should be completely hands-off in Gmail. Do not reply to or modify any conversations from your Gmail inbox, as this will break the Help Scout conversation link. Replies or updates will be lost if you're not working exclusively from Help Scout.


First things first: Make sure you have followed the first steps in Connect Your Custom Address and you have your Help Scout Inbox Address ready. 

Click on the gear icon in the upper right-hand corner of Gmail, then click the See all settings option from the drop-down menu.


Click the Forwarding and POP/IMAP tab from the top menu. Then click the Add a forwarding address button. 


You'll see a pop-up window asking for your forwarding address. Paste your Help Scout Inbox Address in to the text field, then hit Next. A pop-up will appear where you will be asked to confirm what you just did, hit Proceed, followed by OK in the next window to close it out.


Head back to Help Scout and refresh your inbox. You should see a confirmation email from Google confirming that you want to allow forwarding to your Help Scout forwarding address. Click the link to confirm. A new tab will open that shows that Google will now allow you to forward to that address. Note: This does not mean that forwarding is turned on yet — you'll do that in the next step. 


Head back into Gmail settings and the Forwarding and POP/IMAP tab again. Click the button next to Forward a copy of incoming mail to and make sure the forwarding address in the drop down is your Help Scout address. You can choose what to do with the messages in your Gmail mailbox as well. We recommend keeping a copy in the inbox at Gmail, but it's totally up to you.

IMPORTANT: Scroll down and click Save Changes at the bottom of the page — don't miss that step.
(One more step after this, we're almost done!)


Now head back to Manage > Inbox(es) in Help Scout and choose the inbox you just created. Click Send Test to confirm the forwarding is set up.

That's it! You're set! 

Next steps: Set up DKIM to allow Help Scout servers to send email on your behalf, or set up Google oAuth to have your email sent from your Google account.

Note: The Google spam filter can be fairly aggressive. If it determines an email is spam, that email will not be forwarded in to Help Scout. Check out Inbound Email Issues for more information and our recommendations.

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