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Email forwarding from Gmail

  • July 6, 2022
  • 6 replies
  • 360 views
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We would like to set up our old tech-help@domain.com to forward requests over to our IIQ instance. I set up a rule to fire “When from email” and I added a condition of “To Email = techfwd@domain.incidentiq.com” and an action of “Approve ticket creation from email”.

When I put techfwd@domain.incidentiq.com in the Forwarding section of the Gmail setup for the old mailbox, it sends a confirmation code. I haven’t seen that confirmation code come through in the form of a ticket. Is there something I am missing?

Best answer by smcelmurray_iiQ

Hi @blankenshipr ! Once you submit the forwarding request, Incident IQ will “confirm” the forwarding request, which will support email to ticket. There is no need to enter a verification code, one confirmed by Incident IQ, so you should be good to go!

rsulllivan_IIQ
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6 replies

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  • justin_g
  • Observer
  • July 7, 2022

Just found the same here. I believe the confirmation code is a relatively new feature.

However, because Google does not have an account in our IIQ system, they will be disallowed from creating a ticket via email. So we can’t get there from here.

I wonder if IIQ has a workaround for this?

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  • justin_g
  • Observer
  • July 7, 2022

I created a support ticket just to see what the response is.

In the interim, I toggled the Remote Support option on and resent the verification request. That allowed Google (external account) to create a ticket via email with the verification link.

If it helps, the originating email address is: forwarding-noreply@google.com

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  • blankenshipr
  • Author
  • Observer
  • July 8, 2022

@justin_g That is a great workaround, and it worked for me as well. However, I went in to try to resend the confirmation code, and it was already confirmed. It was like somebody at IIQ found the confirmation message and clicked the link for me. 🤷‍♂️

 

For those having this issue, the option is under Site Options > Settings > Allow Remote Support Tickets via E-mail - set it to On.

smcelmurray_iiQ
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Hi @blankenshipr ! Once you submit the forwarding request, Incident IQ will “confirm” the forwarding request, which will support email to ticket. There is no need to enter a verification code, one confirmed by Incident IQ, so you should be good to go!

rsulllivan_IIQ
Kathryn Carter
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  • SDJ-1
  • Observer
  • August 13, 2025

We are trying to set up forwarding also. Do I need to open a support ticket with IIQ to get the forwarding approved? Google says it is waiting for us to “verify” the target email address.

Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • August 14, 2025

​@SDJ-1 Yes, please submit a ticket to support and they will be able to best help you get that verified! 😄

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
rsulllivan_IIQ
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