GSuite Autotask Email Processing works if you have a solid best practice setup and the right email hosting packaging. You can head over to Autotask KB if you are lacking a basic understanding of the Autotask email processing workflow.
Table of Contents
Additional Resources:
- Exchange EMail Transport Rules
- Redirect emails from your organization to an external email processor
- Are you redirecting other service desk customer service systems?
Google G-Suite Autotask Email Processing Steps
If you’re using G-Suite (now Google Workspace) for your business email and want to integrate it smoothly with Autotask ticket processing, you need to set up the right email routing rules. It sounds simple, and in some ways it is — but there are a few important caveats and best practices to keep in mind.
This post will give you a straightforward walkthrough of how to configure Google’s mail system to redirect your support emails to Autotask so your tickets get created and updated automatically. We’ll also cover the quirks around G-Suite editions and legacy accounts, so you don’t hit unexpected snags.
Hoorary, right?!?!?
Well, maybe. Follow the straightforward steps outlined below. In the example, “test@networkfundomainname.com” is just a placeholder. You’ll want to replace it with your actual support email, like support@IThelpDesk.com, for your business. Further down, the recipient should be the Autotask email address that handles your ticket creation, updates, and processing.
What’s the catch?
This service, while heavily promoted in the G-Suite console for any paid edition your business owns, does not support legacy G-Suite users. You must upgrade to a current Google Workspace plan to use Autotask email processing. I repeat: AUTOTASK EMAIL PROCESSING WILL NOT WORK FOR LEGACY GOOGLE G-SUITE USERS.
How about using a forwarder from the support mailbox?
This solution produced funky results in our own Legacy G-Suite environment. Try again here…
This solution produced some unpredictable results in our own legacy G-Suite environment. So, try it again with caution. Yes, you can set up a dedicated support mailbox within G-Suite to forward emails from your support address to the Autotask processing mailbox. This way, emails coming from your customers’ original addresses will be used for ticket creation and updates in Autotask.
The forwarding options can be found with this link
https://support.google.com/a/answer/2707558?hl=en
What about groups with an external Autotask email address?
It use to work well. Now its behavior is pretty erratic.
Ok, I have the paid edition of Google G-Suite
Proceed with the directions below.
Default Routing
Google admin > Gsuite > Gmail > Default Routing
Under “Console” > “Apps” > “G Suite” > “Settings for Gmail” :
1) Single recipient > test@networkfundomainname.com
2) Specify envelope recipients > Michael@testdomain.com
How do I confirm it working?
Go to Google G-suite admin console. Click reports and email log search.
Note: This feature also does not work unless you have the paid edition of Google G-Suite.
Best Practices to Keep Your Autotask Email Processing Smooth
- Upgrade to Paid Google Workspace if you’re still on legacy G-Suite. It’s non-negotiable if you want stable email routing for Autotask.
- Prefer direct routing rules in the admin console over mailbox forwarding wherever possible.
- Always test your routing rules with sample emails before going live.
- Coordinate with your IT team to monitor mail flow and catch issues early.
- Have a backup manual intake process in place for critical tickets.
GSuite Autotask Email Processing Best Practices Summary
Setting up GSuite Autotask email processing can be tricky, especially with legacy licenses and forwarding quirks. But with the right paid edition and configurations, your support emails can flow automatically into Autotask tickets, keeping your helpdesk running smooth.
Want help setting this up? Reach out to your IT support or a Managed Service Provider familiar with Autotask and Google Workspace configurations. Proper setup will save time, reduce lost tickets, and improve your customer support efficiency.
