Announcing import enhancements for the Exchange and Gmail connectors

Announced on | Rollout starts | Rollout ends
August 21, 2025 | August 21, 2025 | August 22, 2025

We are excited to announce that Zendesk users adding a new support email address via the Microsoft Exchange or Gmail Connector can now import up to 300 recent emails, simplifying the onboarding and importing processes.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Starting on August 21, 2025, users adding a new support email address using either the Exchange Connector or Gmail Connector can import the last 300 emails in their account's inbox.

Previously, this feature was not available on the Exchange Connector and was available on the Gmail Connector with a limit of 50 emails.

Because up to 300 emails can now be imported, imports can take a little longer, up to 15 minutes, to complete.

Why is Zendesk making this change?

Zendesk is working to simplify trial account onboarding and streamline the import of recent historical emails to ensure seamless support for your customers.

What do I need to do?

No actions are required at this time. This newly added and changed functionality is entirely opt-in and only available when adding a new support address using the Exchange or Gmail connectors.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.