Prerequisites
- Inbound email enabled on your Ravenna channel
- Your channel email address copied from channel settings
- Google Workspace admin access (Admin Console)
Email routing (recommended)
Set up an email route
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.
Add Ravenna as a group member (alternative)
Add Ravenna as a group member (alternative)
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.
Replies to Google-Group-sourced tickets
When a ticket is created from mail forwarded through a Google Group, Ravenna automatically routes agent replies back to the group. No follower configuration is required. Ravenna detects the group from theList-Post, X-Original-To, or Delivered-To headers on the inbound email, stores the group address on the ticket, and CCs it on every outbound reply. This works with both routing rules and group-membership setups. See Google Group routing on replies in the email overview for details.
Ravenna also strips the Google Groups subscription footer (“You received this message because you are subscribed…”, unsubscribe links, and related lines) from inbound HTML so it does not appear in the ticket body.
Verify and troubleshoot
Verify your setup and troubleshoot common forwarding issues
Troubleshooting
Emails not arriving after setup
Emails not arriving after setup
- 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
Emails arrive but create duplicate tickets
Emails arrive but create duplicate tickets
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.
Replies creating new tickets instead of threading
Replies creating new tickets instead of threading
Forwarding can strip reply headers that Ravenna uses for threading. Check the email overview troubleshooting section for threading guidance.