Auto-forwarding From G Suite to Help Scout
We use G Suite for just about everything here at Help Scout, so if you're on the fence about using it for your business, we give it 16 thumbs up. Forwarding email from G Suite or Gmail to Help Scout is quite easy!
If you are using a G Suite Google Group instead, head over to Auto-forwarding From a G Suite Google Group as that's a different process.
Note: After enabling forwarding at Gmail, you should be completely hands-off in Gmail. Do not reply to or modify any conversations in your Gmail inbox, as this will break the Help Scout conversation link. Replies or updates might 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 Mailbox Address ready.
Click on the gear icon in the upper right-hand corner of Gmail, then click the
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 Mailbox 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 mailbox. 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 inbox as well. We recommend keeping a copy in the inbox, but it's totally up to you. There's a Save Changes button hiding at the bottom of the page; don't forget to save when you're done editing your forwarding rule.
(One more step after this, we're almost done!)
Now head back to Manage > Mailbox(es) in Help Scout and choose the mailbox you just created. Click Send Test to confirm the forwarding is set up.
That's it! You're set!
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.