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  • What is Keeping?
  • Getting Started
    • Quick start for admins
    • Quick start for agents
    • Using Keeping in Gmail
    • Keeping and your customer
    • Keeping for Chrome
    • Keeping for Safari
  • Fundamentals
    • Mobile & web access
    • Converting an email to a ticket
    • Using Templates
    • Changing ticket status
    • Assigning a ticket
    • Editing ticket recipients
    • Moving a ticket
    • Sharing a ticket
    • Using tags
    • Enable an autoreply
    • Creating a new ticket
    • Collision detection
    • Email signatures
    • Private notes
    • Activity log
    • Managing spam
    • Shared drafts
    • Agent Availability
  • Setup
    • Installing the Chrome Extension
    • Installing the Safari Extension
    • Integrations
      • Asana
      • ClickUp
      • HubSpot
      • Jira
      • Linear
      • Shortcut
      • Shopify
      • Zapier
    • Connecting a mailbox
      • Sign in with Google
      • Connect a Google Group
      • Connect a Gmail Alias
      • Forwarding your mailbox
      • Custom domains
      • Connect a web form
      • Disconnecting a mailbox
    • Inviting users
    • Admin & agent roles
    • Manually updating the Extension
  • Workflows
    • What are Workflows?
    • Creating Workflows
    • Workflow conditions
    • Workflow actions
    • Round Robin assignment
  • Service Level Agreements
    • What are SLAs?
    • Creating an SLA
    • SLA conditions
    • SLA actions
  • Satisfaction Ratings (CSAT)
    • What are CSAT Ratings?
    • Enabling Satisfaction Ratings
    • Customizing the CSAT widget
    • CSAT Reports
  • Reporting & Analytics
    • What are Reports?
    • Classic Reports
      • Setting work schedules
      • First response time
    • Advanced Reports
      • Team performance
      • Agent performance
      • Ticket statistics
      • Message statistics
      • Export to CSV
  • Preferences
    • Reversing conversation order
    • Pushing tickets into inbox
    • Hiding the Keeping toolbar
    • Close & Next
    • Personal Inbox Signature
    • Notifications
      • Desktop Notifications
      • Browser permissions
      • Inside Gmail
    • Set your business hours
  • Account & Plans
    • Adding and removing paid seats
    • Changing billing plans
    • Changing organization name
    • Updating your billing information
    • Pausing your subscription
    • Cancelling your subscription
  • Troubleshooting & FAQs
    • Toolbar Not Refreshing
  • Security and Privacy
    • Security & Privacy Practices
    • Google Permissions
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On this page
  • Navigate to your Mailbox
  • Choose "Set up Forwarding"
  • Copy your Keeping Forwarding Address
  • Login to the Gmail account for this mailbox
  • Go to your Gmail Settings for your shared mailbox
  • Choose the Forwarding and POP/IMAP tab of your settings
  • Under Forwarding, click "Add a forwarding address."
  • Enter your unique Keeping email address
  • Click OK and proceed to the next step
  • Confirm Your Email Forwarding
  • Log back into your work Gmail account
  • Confirm email forwarding to Keeping
  • Enable Forwarding and Test (Important!)
  • Go to your Gmail Settings in your support mailbox
  • Go to the Forwarding & POP/IMAP tab
  • Send a Test
  1. Setup
  2. Connecting a mailbox

Forwarding your mailbox

Step by step instructions on how to forward your shared mailbox email to Keeping.

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Last updated 1 year ago

The easiest way to set up Keeping is to login to your shared mailbox . As an alternative, you can manually forward your support mailbox to Keeping.

If you are using a or , see our specific help articles.

Good to know: If you've previously connected a mailbox via "Sign in with Google", you'll need to before you can set up forwarding.

Navigate to your Mailbox

If you're not there already, (1) navigate to the settings page for your mailbox by (2) clicking the pencil icon on the mailbox settings page.

Choose "Set up Forwarding"

Copy your Keeping Forwarding Address

Copy your unique Keeping forwarding email address to your clipboard by clicking on the icon to the right of the address.

Login to the Gmail account for this mailbox

Back in Gmail, login to the Gmail account that currently receives your support email. This is typically an account that looks like support@company.com or help@company.com.

Go to your Gmail Settings for your shared mailbox

Click the "Gear" icon in Gmail, then See all settings.

Choose the Forwarding and POP/IMAP tab of your settings

Under Forwarding, click "Add a forwarding address."

Enter your unique Keeping email address

Enter your unique Keeping email address that you copied in Step 3, and click "Next."

Click OK and proceed to the next step

Gmail will send a confirmation email to your unique Keeping email address. Click OK and proceed to the next step.

Confirm Your Email Forwarding

Gmail confirms any new forwarding address with an email. Return to the Gmail account that you originally signed up for Keeping with, and check your inbox for a forwarding confirmation from Google.

Log back into your work Gmail account

Log back into your work Gmail account (or the address you used to create your Keeping account), and look for an email from Google asking you to confirm email forwarding.

Confirm email forwarding to Keeping

Open the email, and click the link to confirm email forwarding to Keeping.

Enable Forwarding and Test (Important!)

Almost there! After you have confirmed forwarding, you need to go back to the Gmail account for your support emails (eg support@ or help@), and return back to the settings for Forwarding and POP/IMAP and enable the forwarding.

Go to your Gmail Settings in your support mailbox

Log back into the account that currently receives your support email (or, you may still be logged in). Return back to the settings.

Go to the Forwarding & POP/IMAP tab

As with before, return to the Forwarding & POP/IMAP tab. This time, choose the setting next to your Keeping email address and click "Forward a copy of incoming mail to.."

Don't forget to click Save Changes at the bottom of the page!

Send a Test

Back in the Keeping settings, send a test email to confirm you have everything wired up correctly. You should receive a test email in your work account, inside the Keeping tab.

🖐️
with "Sign in with Google"
Google Group
Gmail Alias
Connect a Google Group
Connect a Gmail Alias
disconnect it
Navigate to the settings page for your mailbox
Click the "Set Up Forwading" link.
Copy your unique Keeping Forwarding Address
Sign in to your shared mailbox in Gmail.
Navigate to your Gmail Settings
Find the "Forwarding and POP/IMAP" Tab
Click Add a Forwarding Address
Enter your Keeping Forwarding Address
Click OK to Proceed
Find your confirmation email from Google
Go back to your Gmail Settings
Make sure you turn on Gmail Forwarding