> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Forward from Google Workspace

> Configure Google Workspace email routing rules or Google Group membership to forward Gmail and group messages to Ravenna and create tickets.

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 <Tooltip headline="Inbound email settings" tip="Enable and configure email-to-ticket conversion for a channel" cta="Email overview" href="/integrations/email/overview">inbound email settings</Tooltip>.

## 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)

<AccordionGroup>
  <Accordion title="Set up an email route" defaultOpen>
    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.

    <Steps>
      <Step title="Open the Admin Console">
        Sign in to the [Google Admin Console](https://admin.google.com).
      </Step>

      <Step title="Navigate to Default Routing">
        Go to **Apps** > **Google Workspace** > **Gmail** > **Default Routing**.
      </Step>

      <Step title="Add a routing rule">
        Click **Configure** (or **Add Another Rule** if rules already exist).
      </Step>

      <Step title="Name the rule">
        Enter a descriptive name, for example "Forward support to Ravenna".
      </Step>

      <Step title="Select the group to match">
        Under **Envelope recipients**, select your group from the dropdown or enter the group email address directly.
      </Step>

      <Step title="Change the envelope recipient">
        Under **Envelope recipient**, select **Change envelope recipient**. Set it to **Replace recipient** and enter your Ravenna channel email address.
      </Step>

      <Step title="Apply to all address types">
        Under **Options**, select **Perform this action on non-recognized and recognized addresses**.
      </Step>

      <Step title="Save the rule">
        Click **Save**. The rule will begin applying to new inbound messages.
      </Step>
    </Steps>

    <Info>
      Routing changes can take up to 24 hours to propagate. Send a test email after waiting to confirm the route is active.
    </Info>
  </Accordion>

  <Accordion title="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.

    <Steps>
      <Step title="Open Google Groups">
        Go to [Google Groups](https://groups.google.com) or navigate to **Admin Console** > **Directory** > **Groups**.
      </Step>

      <Step title="Select your group">
        Click the support group you want to forward from.
      </Step>

      <Step title="Add the Ravenna address">
        Click **Members** > **Add members** and enter your Ravenna channel email address.
      </Step>

      <Step title="Set the subscription">
        Set the subscription to **Each email** so every message is forwarded.
      </Step>
    </Steps>

    <Warning>
      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.
    </Warning>
  </Accordion>
</AccordionGroup>

***

## 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 the `List-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](/integrations/email/overview#email-threading-and-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

<Callout icon="link" color="#6B7280">
  [Verify your setup and troubleshoot](/integrations/email/configure-forwarding#verify-your-setup) common forwarding issues
</Callout>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="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
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="Replies creating new tickets instead of threading">
    Forwarding can strip reply headers that Ravenna uses for threading. Check the [email overview troubleshooting section](/integrations/email/overview#troubleshooting) for threading guidance.
  </Accordion>
</AccordionGroup>


## Related topics

- [Google Workspace setup](/integrations/google-workspace/setup.md)
- [Applications](/documentation/automate/access-provisioning/applications.md)
- [Groups](/documentation/platform/groups.md)
- [Setup](/integrations/sso/setup.md)
- [Configure forwarding](/integrations/email/configure-forwarding.md)


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