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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 Gmail routing

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

Add a routing rule

In the Routing section, 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 affected messages

Under Select when this action is applied, check Inbound messages.
6

Configure the action

Under Action, select Modify message.
7

Add the Ravenna address

Under Add more recipients, click Add and enter your Ravenna channel email address.
8

Choose copy behavior

If you want mail to go only to Ravenna (not the original inbox), uncheck Also route to original destination. Leave it checked to keep a copy in the group.
9

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.
When to keep a copy in the group: Leave “Also route to original destination” checked if your team monitors the Google Group directly and you want Ravenna to handle ticket creation in parallel.When to redirect only: Uncheck “Also route to original destination” if Ravenna is the sole system managing these requests. This avoids duplicate handling.
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 > 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.