I can't reconnect my support address through the Gmail connector in Zendesk Support

Question

My support address shows the error We can't connect your Gmail account because your OAuth credentials are invalid. Please reconnect. I don't see the Reconnect button. How can I reconnect my support address to Zendesk Support through the Gmail connector?

Answer

This error means the Gmail connector stopped emails to your account. To send emails again, reauthorize the API connection. Disconnect and reconnect the external support address to Zendesk Support.

If errors persist, make sure that:

The email address isn't part of a Google Group in Google Workspace

The email address isn't an alias for another email address

Remove the email address and add it again on the page

Note: The Reconnect button can cause duplicate tickets if the initial setup imported past messages. The Gmail connector can import up to 300 emails from the inbox and may take up to 15 minutes to complete. To avoid duplicates, remove the email address and then add it again. When you reconnect, don't import past emails.

For instructions to reconnect your support address through the Gmail connector, see Managing Gmail connections.