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Forward mail from your Google Group or Gmail address to your Ravenna channel email address so tickets are created automatically. You can find your channel email address in your channel’s .

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Prerequisites

  • Inbound email enabled on your Ravenna channel
  • Your channel email address copied from channel settings
  • Google Workspace admin access (Admin Console)

Set up an email route

Use Google Admin Console routing rules to forward mail to Ravenna. This gives you the most control over which messages are forwarded and how copies are handled.
1

Open the Admin Console

Sign in to the Google Admin Console.
2

Navigate to Default Routing

Go to Apps > Google Workspace > Gmail > Default Routing.
3

Add a routing rule

Click Configure (or Add Another Rule if rules already exist).
4

Name the rule

Enter a descriptive name, for example “Forward support to Ravenna”.
5

Select the group to match

Under Envelope recipients, select your group from the dropdown or enter the group email address directly.
6

Change the envelope recipient

Under Envelope recipient, select Change envelope recipient. Set it to Replace recipient and enter your Ravenna channel email address.
7

Apply to all address types

Under Options, select Perform this action on non-recognized and recognized addresses.
8

Save the rule

Click Save. The rule will begin applying to new inbound messages.
Routing changes can take up to 24 hours to propagate. Send a test email after waiting to confirm the route is active.
You can add the Ravenna channel email as a Google Group member instead of using routing rules. This works but gives you less control over routing behavior and is harder to manage at scale.
1

Open Google Groups

Go to Google Groups or navigate to Admin Console > Directory > Groups.
2

Select your group

Click the support group you want to forward from.
3

Add the Ravenna address

Click Members > Add members and enter your Ravenna channel email address.
4

Set the subscription

Set the subscription to Each email so every message is forwarded.
Email routing (above) is the recommended approach. Adding Ravenna as a group member can cause issues with email threading and gives you less control over which messages are forwarded.

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Verify and troubleshoot

Verify your setup and troubleshoot common forwarding issues

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Troubleshooting

  • Wait up to 24 hours for routing rule propagation
  • Verify the routing rule is active in Admin Console > Gmail > Default Routing
  • Confirm the Ravenna channel email address is entered correctly in the rule
  • Check that Inbound messages is selected under the action conditions
If you have both a routing rule and group membership configured, each method forwards a separate copy. Remove one forwarding method and use only a single approach.
Forwarding can strip reply headers that Ravenna uses for threading. Check the email overview troubleshooting section for threading guidance.
Last modified on May 3, 2026