How do I move from a shared Gmail inbox to Raiseaticket?
Gmail forwards to your portal in a few clicks, with one step that surprises everyone the first time.
1. Add the forwarding address
In Gmail, go to Settings > Forwarding and POP/IMAP and add your portal address - usually [email protected] - as a forwarding address.
2. Retrieve the confirmation code from the ticket it creates
Gmail will not start forwarding until you confirm the destination. It emails a confirmation code to your portal address, which means the code arrives as a ticket in Raiseaticket rather than in an inbox you were watching. Open the newest ticket, copy the code, paste it back into Gmail, and forwarding starts. People often assume the confirmation failed and give up here.
3. Check for filters that intercept mail first
If the shared inbox has filters that archive, label or skip the inbox, they can run before forwarding and stop messages ever reaching the portal. Review existing filters before you rely on the rule.
4. Recreate your teams as groups
If you were using a Google collaborative inbox with assignment, that mapping should become groups under Settings > Groups - one per team, with the agents who already handle that work.
5. Leave the history behind
Do not import old mail. Forward new traffic, answer it in the helpdesk, and let the Gmail account go quiet on its own.
6. Test the full round trip
Send a message from an address outside your organisation, confirm it becomes a ticket, reply to it, and confirm the reply lands in the inbox rather than spam.
Optional: send replies from your own domain
Connecting your Google Workspace mailbox means replies go out from your own address rather than the Raiseaticket domain. That is a premium feature.
