How can I switch from the Gmail connector to standard email forwarding?

How to remove the forwarding address from the Gmail connector and use standard email forwarding

Tip: Follow the steps below during off-hours to not miss incoming tickets from your customers.

To switch from the Gmail connector to standard email forwarding:

Click the Zendesk Products icon () in the top bar and click Admin Center.

In Admin Center, click Channels in the sidebar.

Under Talk and email, click Email.

Follow this step and the next step if the support address in question is your default address. Hover your mouse to the right of your original Zendesk support address (support@yoursubdomain.zendesk.com).

Click make default if this email address is not already your default support address.

Select disconnect to the right of your external support address, for example, support@company.com to delete the Gmail connector.

Configure email forwarding in Gmail from the external support address to the default support address, for example support@company.com to support@yoursubdomain.zendesk.com.

Select Add address > Connect external address > Email forwarding.

Add the external support address in the Enter current support address field.

Click Go.

If you want this address to become your default support address, hover the mouse to the right of the external support address and click make default.

After you complete the steps above, have an admin of your email domain add the Zendesk entry of include:mail.zendesk.com to the SPF record for the domain of the external support address. For more information, see Allowing Zendesk to send email on behalf of your email domain.

Note: If you use the Gmail Connector in combination with the Send email via Gmail option, Gmail email servers send the notifications and you can locate these notifications in the Sent Items folder in Gmail. After you switch to standard forwarding, Zendesk sends these emails on behalf of your domain and Gmail no longer contains the sent messages.