If you're currently using a legacy forwarding setup with SMTP to receive emails in SupportBee and want to switch to a direct Gmail or Outlook integration, this guide will walk you through the migration process.
Why migrate to Gmail or Outlook integration?
SMTP connections can be problematic, especially with Gmail and Outlook. We highly recommend using our native email integrations instead.
Our direct integrations offer several advantages over legacy SMTP setups:
- Easier setup - No need to configure forwarding rules or SMTP settings
- Better reliability - Direct API connection means fewer delivery issues
- Automatic reconnection - If authorization expires, you can reconnect with a single click
- Two-way sync - All replies sent from SupportBee are synced back to your original inbox, making it easy to switch between email clients or use another client alongside SupportBee
Before you begin
- Make sure you have admin access to your SupportBee account
- Ensure you can sign into the Gmail or Outlook account you want to connect
- Note down your current email address that's set up in SupportBee
- Important: Back up your existing settings before making changes:
- Export or note down any auto-responder configurations
- Note any custom settings associated with the email, such as sender name or auto-bcc
Migration steps
Step 1: Remove the old forwarding address
- Go to Admin > Emails from the left-hand navigation
- Find your existing forwarding address in the list
- Click the gear icon next to the email address
- Select Delete to remove the forwarding setup
Step 2: Add your email using Gmail or Outlook integration
Follow our guide on connecting your email inbox with SupportBee:
- On the Admin > Emails page, click + Email Address
- Choose Gmail/Gsuite or Microsoft Outlook / Office 365 depending on your email provider
- Sign in with your email credentials when prompted
- Grant SupportBee the required permissions to access your inbox
Step 3: Remove the forwarding rule from your inbox
In your Gmail or Outlook settings, remove or disable the forwarding rule that was sending emails to your @supportbeemail.com address. This rule was set up for the legacy forwarding setup and is no longer needed with the native integration.
- Gmail: Go to Settings > Forwarding and POP/IMAP > Disable forwarding
- Outlook: Go to Settings > Mail > Forwarding > Disable forwarding
Step 4: Verify the setup
- Your email address should now appear under Admin > Emails with a connected status
- Send a test email to your support address from an external account
- Verify the email appears as a new ticket in SupportBee
- Send a test reply to confirm outgoing emails work correctly
What happens to existing tickets?
Your existing tickets and their history remain intact. The migration only affects how new emails are received and sent. All previous conversations, labels, and assignments are preserved.
Troubleshooting
I can't delete the old forwarding address
There are a few reasons you might not be able to delete an email address:
Knowledge Base contact form - If your Knowledge Base site uses this email address for its contact form, you'll need to change the contact form email address first before deleting.
Customer Portal - If this email address is configured in your Customer Portal settings, you'll need to switch to a different email address in your Customer Portal settings before you can delete it.
Need help?
If you encounter any issues during the migration, please contact our team at support@supportbee.com for assistance.