Home → Admin Manual → Email Setup and Troubleshooting → Mailbox Setup - Google G Suite and Gmail Email Configuration

1.4. Mailbox Setup - Google G Suite and Gmail Email Configuration

Updated: 10 Sep 2026, 01:51 PM EDT

Google G Suite and Gmail Email Connections are now configured using the mail authentication flow instead of traditional IMAP and SMTP sending settings. Google Suite email is received and sent via Google's API using oAUTH authentication. 

If you are migrating from existing IMAP and SMTP connections for your mailboxes, we recommend first disabling your old mailbox, then following the steps below to create a new mailbox connection.

Connecting an Google Suite Mailbox

Before beginning this process make sure that your browser is signed into the Google Suite mailbox that you wish to integrate with HelpSpot.

1. Navigate to Admin > Email Mailboxes
2. Select "Google" from the menu
   
   
   
   
3. Enter the Account Name. This is the name that customers will see in emails sent from this account.
4. Next enter the Reply to Email Account. This is the email address that maps to this box, e.g. support@mydomain.com.
   
   If this address is different from the Google account you sign in with (for example, you sign in as helpdesk@mydomain.com but want replies to come from a Google Group or alias such as support@mydomain.com): Google mailboxes send through Google's API rather than SMTP, so Google will only send from a different address if that address is already set up as a verified Send mail as address on the signed-in account. In Gmail for the signed-in account, go to Settings > Accounts > Send mail as, add the address, and complete verification. If it isn't listed there (or shows as pending), replies will go out from the signed-in account's address instead. A Google Group address is not automatically a send-as address — it must be added here like any other alias.
   
   
5. Click on the link to the HelpSpot email authentication service
   
6. This will open a new tab. Select Sign in with Google.
   
   
   
7. Make sure that the email account listed on the permissions confirmation screen is the one that you want to integrate with HelpSpot. Also ensure that the bottom two checkboxes are checked if provided.
   
   
   
8. Next copy your credentials from the screen displayed.
   
   
9. Enter the credentials provided back in your HelpSpot mailbox setup screen.
   
   
10. Set any other options as desired and then select "Add Mailbox" at the bottom.
11. If you are setting up your default mailbox you will also want to got to Admin > Settings > Email Integration and select your new mailbox as the default sending option.

Your Google Suite / Gmail mailbox is now connected to HelpSpot.

Troubleshooting

Replies are sent from the wrong address

If replies leave HelpSpot from the signed-in Google account rather than the Reply to Email Account you entered, confirm the address is a verified Send mail as entry on that Google account (see step 4). To compare, use the Outbound Email Test button in Admin > Settings > Email Integration and check which address and display name the test message arrives from.

Related articles: Default Send From and Send Outbound Email Via Settings · Troubleshooting Gmail OAuth Mailboxes