{"id":4989,"date":"2022-05-13T10:19:52","date_gmt":"2022-05-13T09:19:52","guid":{"rendered":"http:\/\/getglow.io\/?post_type=wiki&p=4989"},"modified":"2024-03-06T11:44:41","modified_gmt":"2024-03-06T11:44:41","slug":"setup-email-forwarding-for-support-tickets-in-gmail","status":"publish","type":"wiki","link":"https:\/\/getglow.io\/wiki\/setup-email-forwarding-for-support-tickets-in-gmail\/","title":{"rendered":"Setup email forwarding for support tickets in Gmail"},"content":{"rendered":"\n

Step 1<\/h2>\n\n\n\n

Log in to your Glow account and head to Settings > White Label > DNS<\/code>.<\/p>\n\n\n\n

Step 2<\/h2>\n\n\n\n

After you’ve added your domain name information choose Yes<\/code> to this question: Would you like clients to be able to raise support tickets by sending an email to [email address]?<\/code>.<\/p>\n\n\n\n

Step 3<\/h2>\n\n\n\n

You will now see a section appear below, with the title Incoming email instructions<\/code>.<\/p>\n\n\n\n

Highlight the email address that Glow is telling you to forward email to, right click and then select copy<\/code> (you will need this later).<\/p>\n\n\n\n

Step 4<\/h2>\n\n\n\n

Open a new tab in your web browser, go to Gmail and click on the cog icon<\/code> in the top right corner. From the dropdown menu that shows, click on See all settings<\/code>.<\/p>\n\n\n\n

Step 5<\/h2>\n\n\n\n

Next, choose Forwarding and POP\/IMAP<\/code> from the options across the top of the screen.<\/p>\n\n\n\n

In the Forwarding<\/code> section at the top, click on the Add a forwarding address<\/code> button:<\/p>\n\n\n\n

\"glow<\/figure>\n\n\n\n

Step 6<\/h2>\n\n\n\n

A popup will appear, with the title Add a forwarding address<\/code>. <\/p>\n\n\n\n

Right click in the form field and select paste<\/code>.<\/p>\n\n\n\n

You will now see the forwarding email address that you copied earlier in your Glow account.<\/p>\n\n\n\n

\"glow<\/figure>\n\n\n\n

Step 7<\/h2>\n\n\n\n

Click the Next<\/code> button in the popup.<\/p>\n\n\n\n

Step 8<\/h2>\n\n\n\n

The popup will disappear and another one will show immediately that says: Forwarding mail to: [forwarding address showing in Glow]<\/code>. Click the Proceed<\/code> button in this popup.<\/p>\n\n\n\n

\"glow<\/figure>\n\n\n\n

Step 9<\/h2>\n\n\n\n

You will now see a message telling you that a confirmation link has been sent to your Glow forwarding email address, for you to verify the process.<\/p>\n\n\n\n

\"glow<\/figure>\n\n\n\n

Go back to your other browser tab where you’re logged into your Glow account and click on Support Tickets<\/code> from the main left hand menu.<\/p>\n\n\n\n

Step 10<\/h2>\n\n\n\n

You’ll see a new ticket has appeared. Click into this ticket to open it.<\/p>\n\n\n\n

In the ticket correspondence you will see that Google is asking you to click a link to verify the forwarding address.<\/p>\n\n\n\n

Click this link and you’ll be taken away from Glow, to a basic screen from Google, where you can verify the forwarding address.<\/p>\n\n\n\n

\"glow<\/figure>\n\n\n\n

When it’s verified, you’ll see confirmation of this on screen from Google:<\/p>\n\n\n\n

\"glow<\/figure>\n\n\n\n

Step 11<\/h2>\n\n\n\n

Now go back to Gmail.<\/p>\n\n\n\n

Go to Settings > Forwarding and POP\/IMAP<\/code> and you’ll see that Gmail has confirmed that forwarding has been setup, however the Disable forwarding<\/code> radio button will be selected by default.<\/p>\n\n\n\n

Select the Forward a copy of incoming mail to:<\/code> radio button and then choose what to do with your copy (keep it, mark it as read, archive it or delete it).<\/p>\n\n\n\n

When you’ve made that choice, scroll to the bottom of the screen and click the Save changes<\/code> button.<\/p>\n\n\n\n

And that’s it.<\/p>\n\n\n\n

Your clients can now start raising support requests to your support email and they will appear in the Support Tickets section of your account. <\/p>\n\n\n\n

When you reply to their requests, they will receive an email and can reply back to you via email too.<\/p>\n\n\n\n

(Optional) Step 12<\/h2>\n\n\n\n

You can now delete the Google confirmation ticket from Glow, if you’d like to.<\/p>\n\n\n\n

You no longer need it.<\/p>\n","protected":false},"excerpt":{"rendered":"

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