Auto-forwarding From a G Suite Google Group

If you already have a Google Group you've been using, you will need to add your Help Scout email address as a member of the group and you may need to adjust some settings to work correctly with Help Scout. You will want to check in with the G Suite administrator that created your group to alter these settings. 

If you are a G Suite Administrator yourself, you can also create a new Google Group to use with Help Scout. This article will step you through creating a new Google Group or checking the settings to make sure your Google Group is ready for Help Scout. 

Something to keep in mind if you're using a Google Group: Google does not offer OAuth access for Google Groups addresses, which means all emails you send will be sent from Help Scout servers and you will not be able to archive sent messages at Google. If sending from Google servers and having an archive of your sent emails is a must for your team, you'll need a full G Suite user email inbox set to forward to Help Scout instead. See Auto-forwarding from G Suite for setting that up! 

Note: Once you've set up your G Suite Group to forward in to Help Scout, you should be completely hands-off in the Group. Remove any members other than your Help Scout email address. Do not reply to or modify any conversations using the Group, as this will break the Help Scout conversation link. Replies or updates might go missing if you're not working exclusively from Help Scout.

In this article

Create a New Google Group

1

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. 

2
Head to admin.google.com and log in as a G Suite Administrator. From the Admin console, click on the Groups tile.

3

Click on the Create group link in the page header. 

4

On the first screen, provide a name for the group, an optional description, and a group email (should match your custom email address in Help Scout). Click the blue Next button.

On the next screen, make sure to set the access level to Custom, and check the box that allows External accounts to publish posts, and make sure that Allow members outside your organization is toggled on. Click Create Group. 

5

After creating your group, click Add members to [Group name]. Select the yellow plus icon to add a new address, and paste in your Help Scout Mailbox Address. It will show as an option to select - you must click the dropdown with that address to select it for Google to allow you to add it. Click the ADD TO GROUP link to finish adding the member to the group.

Your Help Scout email address should be a party of one: the only member of your Google Group. Keeping additional group members in the group can cause problems with forwarding directly into Help Scout, as well as unnecessary copies among team members.

6

Send a test message to your Google Group address, and head back into Help Scout. Click the Check Email button and we'll be able to confirm your mailbox with that test email. Now you're all set! 

Next steps: Set up SPF and DKIM to allow Help Scout servers to send email on your behalf. Google does not offer OAuth access for Google Groups account for you to send using Google servers. 

Note: If you are still in the trial period for your G Suite account, Google will not allow your Group to email outside of your organization. Google's help indicates you must convert to a paid G Suite account before you can use this function.

Edit an Existing Google Group

1

First things first: Make sure you have your Help Scout email address ready. Check out Find Your Help Scout Email Address if you don't know it. 

2
Head to admin.google.com and log in as the G Suite Administrator that created the Google Group you want to use. Click on the Groups tile. 

3
Hover over the Group you want to edit, then choose Edit settings from the menu that appears. 

4
Edit the settings on this page so that there is a check in the External column for Publish posts, and Allow members outside your organization shows as Yes. 

5
Click on advanced settings from the bottom of that page and choose Members > Direct add members from the left menu. Type in your Help Scout email address and write a welcome message. (It does not matter what this message says but Google this to be filled in.) Click the Add button to complete the addition. 

6
Expand the Settings section of the left menu and choose Email options. In the Post Replies section, select Users decide where their replies are sent if that is not the current option. Click Save at the top of the screen. 

7

Send a test message to your Google Group address, and head back into Help Scout. Click the Check Email button and we'll be able to confirm your mailbox with that test email. Now you're all set! 

Next steps: Set up SPF and DKIM to allow Help Scout servers to send email on your behalf. Google does not offer OAuth access for Google Groups account for you to send using Google servers. 

Your Help Scout email address should be a party of one: the only member of your Google Group. Keeping additional group members in the group can cause problems with forwarding directly into Help Scout, as well as unnecessary copies among team members.

Remove any members of the Group when you're ready to begin working from Help Scout. Your team will be able to access and work collaboratively with the address from within Help Scout once it is forwarding into your Help Scout Mailbox.

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