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Forward Google Workspace email to Hushdesk

Forward a support address on your own domain in Google Workspace to Hushdesk, including what to do when forwarding is turned off or it is a group.

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Google Workspace mailboxes forward the same way as Gmail, with two differences: your admin may have turned forwarding off, and many teams use a Google Group for support. This guide covers all three cases.

Before you start

  • Who can do this: a Hushdesk owner or admin, plus someone signed in to the support mailbox, or a Workspace admin for groups and policies.
  • Plan: all plans.
  • What you need: your support address added under Settings > Email.
  • Time: about five minutes, longer if an admin must change a policy.

Step by step

  1. In Hushdesk, open your address under Settings > Email, copy the forwarding address and pick Google Workspace under Where is this mailbox?.
  2. Sign in to Gmail as your support address, open Settings (the gear) and choose See all settings.
  3. Open the Forwarding and POP/IMAP tab and click Add a forwarding address.
  4. Paste the forwarding address, click Next, then Proceed and OK.
  5. Copy the confirmation code that appears on the Hushdesk page into Gmail and click Verify.
  6. Choose Forward a copy of incoming mail to the forwarding address and click Save Changes.
  7. In Hushdesk, press Send a test email.

If the Forwarding tab is missing or greyed out

Your Workspace admin has turned off automatic forwarding. They can allow it in the Admin console under Apps > Google Workspace > Gmail > End user access > Automatic forwarding. Then repeat the steps above.

If your support address is a Google Group

Groups have no forwarding settings. Instead, add the Hushdesk forwarding address as a member of the group. Every email to the group then reaches Hushdesk too. Send a test to confirm.

What happens next

When the test comes back, step 3 says Forwarding works. New emails to your support address arrive in Hushdesk as tickets.

Because the address is on your own domain, you can also make replies come from it. Open step 4. Send replies as … and press Show my DNS records. See Send replies from your own domain.

Tips

  • Use a dedicated support mailbox or group rather than a person's own mailbox, so forwarding does not stop when someone leaves.
  • If your group has external posting limits, allow posting from anyone on the internet, otherwise customer emails may be rejected before they reach Hushdesk.
  • Keep Gmail's copy in the inbox as a backup.

Troubleshooting

The test never arrives

Check the forwarding setting was saved, and that your admin policy allows automatic forwarding. For groups, check the forwarding address is listed as a member. See Troubleshoot email forwarding.

"Only owners and admins can change email settings"

Ask a Hushdesk owner or admin to finish the setup and send the test.

Frequently asked questions

Why is the Forwarding tab greyed out in Google Workspace?

Your Workspace admin has turned off automatic forwarding for your organisation. They can allow it in the Admin console under Apps, Google Workspace, Gmail, End user access, Automatic forwarding. Once it is allowed, the Forwarding and POP/IMAP tab works for the support mailbox and you can finish the setup.

My support address is a Google Group. How do I connect it?

Add your Hushdesk forwarding address as a member of the group instead of setting up forwarding. Every email sent to the group then reaches Hushdesk as well as the people already in it. Then send a test from the setup page to check that it arrives.

Can Hushdesk replies come from my Google Workspace address?

Yes. Because the address is on your own domain, you can verify the domain in step four of the setup and add two DNS records. After that, replies go out as your support address, signed for your domain, so customers see the address they wrote to.

Does forwarding from Google Workspace keep my existing emails?

Forwarding only affects new email. Your existing messages stay in the Workspace mailbox and are not imported into Hushdesk. Keep Gmail's copy in the inbox so the mailbox stays complete, and answer new tickets from Hushdesk from now on.

Do I need my Workspace admin to set this up?

Only if forwarding is turned off for your organisation, or if the support address is a shared or group address you cannot sign in to. Otherwise anyone signed in to the support mailbox can switch on forwarding in a few minutes, and a Hushdesk owner or admin finishes the test.

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