Auto-forwarding from a G Suite Group
Creating a brand new Google Group is a quick way to get up and running with Help Scout. You'll need administrator permissions within your G Suite account to create a group. The only downside here is that you won't have a backup in Gmail of all of your incoming messages. If you're cool with that, read on.
Note: Once you've set up your G Suite Group, you should be completely hands-off in the Group. Do not reply to or modify any conversations using the Group, 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! Open up your mailbox in Help Scout, click on the gear icon in the lower left-hand corner, and select Connection Settings from the dropdown menu.
- On the Connection Settings page, click on the Receiving Emails tab, and you'll notice a funky looking email address - this is your forwarding alias. Copy it to your clipboard and head over to G Suite Group.
- Now that you're logged in to the Admin console, click on the Groups tile. If you're not seeing it, click on the More Controls banner hiding at the bottom of the page. You can drag and drop the tile to the dashboard area if needed.
Click on the Create group link in the page header. If you have an existing group you'd like to edit, you can do so from the page you're looking at.
On the first screen, provide a name for the group, an optional description, and a group email (should match your mailbox 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 before clicking Create Group.
On the next screen, select the option to add members to the group. Select the yellow plus icon to add a new address, and add that unique mailbox forwarding address you copied earlier. Click the Add to Group link to finish adding the member to the group.
Your unique Help Scout Mailbox 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.
The group will be able to access and work collaboratively off the address from within Help Scout once it forwards into your Mailbox.
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.
How can I ensure conversations are posted to Help Scout as from the original sender, not my G Suite Group address?
To ensure that all conversations are associated with the correct customer profile in Help Scout, head to your G Suite Group settings and open Manage Group > Settings > Email Options. Set the Post replies setting to Users decide where their replies are sent, and you'll be good to go.