Forward a Google Workspace or Gmail support inbox into Moxie so messages from known client contacts become tickets without giving up your branded support@ or help@ address.
Before you begin: You must be a workspace owner or implementer, and your plan must include Tickets. These steps configure forwarding in Gmail on a computer.
1. Add Google's verification sender as a contact
Google verifies a new forwarding destination by emailing it from forwarding-noreply@google.com. Moxie accepts new ticket emails only from known contacts or approved domains, so add that address before asking Google to send the verification message.
Create a client named something recognizable, such as Google forwarding verification.
Add a primary contact with the email address forwarding-noreply@google.com.
Select Create client.
The verification sender must remain a known contact whenever Google needs to verify the forwarding destination again.
2. Register your support address and copy the Moxie address
Under Registered forwarding addresses, enter the Gmail or Google Workspace address your clients use, such as support@yourdomain.com, then select Register. Registering the address lets Moxie identify forwarded mail correctly. You can register up to three forwarding addresses.
Under Workspace ticket address, select Copy.
Use the generated workspace ticket address as Gmail's forwarding destination. Do not share it as your public support address.
3. Add the forwarding destination in Gmail
On a computer, open the Gmail account for the registered support address.
Select Settings → See all settings.
Open Forwarding and POP/IMAP or Forwarding.
Select Add a forwarding address, paste the Moxie workspace ticket address, then select Next → Proceed → OK.
Google sends a verification message to Moxie. For Google's latest labels and options, see Automatically forward Gmail messages to another account.
4. Confirm the address from Moxie
Open Work → Tickets.
Open the new Google forwarding confirmation ticket.
In the Conversation tab, open Google's verification link and confirm the forwarding address.
The verification message appears in the same ticket queue as client requests.
5. Turn forwarding on in Gmail
Return to Gmail settings and refresh the page.
Open the forwarding settings again.
Select Forward a copy of incoming mail to and choose the Moxie workspace ticket address.
Choose what Gmail should do with its copy. Google recommends keeping Gmail's copy in the inbox.
Select Save Changes at the bottom of the page.
Automatic forwarding sends all new non-spam messages to Moxie. If this inbox also receives messages that should not become tickets, leave automatic forwarding off and create a Gmail filter that forwards only the messages you want. Google's forwarding guide explains both options.
Test the connection
Send a message to your support address from an email that belongs to an active Moxie contact. The message should create a new ticket in Work → Tickets.
Troubleshooting
The Google confirmation ticket does not appear: Confirm that forwarding-noreply@google.com is the exact email on a Moxie contact, then ask Gmail to resend the verification message.
A client message does not create a ticket: Confirm that the support inbox is listed under Registered forwarding addresses and that the sender is a known Moxie contact or belongs to an approved email domain.
The forwarding option is missing in Gmail: A Google Workspace administrator may restrict forwarding. Ask your administrator to review the organization's Gmail forwarding controls.
You registered the wrong support address: Remove it from Ticket settings, register the correct address, and update Gmail's forwarding destination if needed.
For queue, lifecycle, and reply guidance, see Create and manage tickets and Work inside a ticket.
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