Fra Gmail
til Zendesk
Når support@ i Google Workspace er blevet et fuldtidsjob at holde styr på
A shared inbox scales up to a point – and no further
A shared Gmail or a Google Groups collaborative inbox is free, familiar to everyone and works surprisingly long. That is also why it is the most common place customer service starts.
The problem isn't Gmail. The problem is that an inbox knows nothing about ownership, status, response times or who has waited longest. When two people answer the same customer, when an email is archived too early, or when nobody can say how many enquiries you got last month – you have outgrown the setup.
The switch to Zendesk is technically straightforward. Customers still write to the same address, but behind it every email becomes a ticket with an owner, a status, a history and an SLA. The heavy part isn't the migration – it is the email setup and the habits.
Sound familiar?
Typical symptoms of an inbox that has outgrown itself
Two replies to the same customer
Without ownership on the email, duplicate replies and missed messages are a matter of time, not of care.
Nobody knows how you are doing
Contact volume, response time, busiest days, repeat issues – none of it can be pulled out of an inbox.
Knowledge lives in people's heads
Standard replies sit in private drafts and notes. When someone leaves, they leave too.
No safety net
There is no SLA, no escalation and nobody gets notified when an email has been sitting for three days.
What can be migrated?
How the inbox becomes a system
Emails in the shared inbox
Tickets with owner and status
The customer writes to the same place as before. Behind it, it becomes a ticket you can follow.
Labels and folders
Tags, forms and fields
Labels become structured data you can report on – not just colours.
Filters and rules
Triggers and automations
Forwarding and filters are replaced by routing that also accounts for workload and skills.
Template replies and drafts
Macros
Standard replies become shared, updatable and measurable instead of private.
Aliases and addresses
Support addresses and brands
Several addresses can feed the same Zendesk, each with its own setup and sender.
Email history
Migrated tickets
Existing correspondence can be imported if you want the history. Otherwise we leave Gmail as an archive.
How a migration works
Five phases where you know exactly what happens when
Mapping
We review your current setup: channels, volume, workflows, integrations and the habits that aren't written down anywhere.
Designing the Zendesk setup
We design fields, forms, groups, SLAs and automations around your processes – not around a standard template.
Test migration
We move a subset of the data first so you can see and approve the result before we touch production.
Full migration and go-live
We run the full move, switch the channels over and are on hand the day you go live.
Training and adjustment
The team is trained before go-live, and we adjust views, macros and rules in the weeks after, once daily use shows what is missing.
What usually causes trouble
What has to be in place before go-live
SPF, DKIM and DMARC
If replies should come from your own domain, DNS has to be set up correctly. Without it your replies land in spam – the worst possible start for a new system.
Forwarding rather than a hard cut
We usually forward from Gmail to Zendesk during a transition period instead of moving MX records on day one. That gives you a safety net.
Calendar invites and automated mail
Newsletters, system mail, notifications and calendar invites have to be filtered out, or you will be creating tickets from all sorts of things on day one.
Habits are the hard part
Some will keep replying from Gmail because it feels faster right now. That has to be agreed and closed off – otherwise you get two systems and history in neither.
Why migrate with Available?
We have moved customer service departments between systems long enough to know that data is rarely what derails a project. It is the decisions nobody made along the way: who owns the customer, what should we stop doing, what do we do with the 400 macros nobody uses.
So we spend as much time on your processes and your team as on the move itself. A migration is the best opportunity you will get to clean up – and the worst one to waste copying old mess into a new system.
Connecting cables and hearts.
Frequently asked questions
Explore more
Related pages that can take you further
Ready to drop the shared inbox?
We help move support@ into Zendesk – with email setup, structure and a team that is ready from day one.
Contact usSee all migrations to Zendesk