Google Workspace (Gmail): Forward e-mails to Zuzana Helpdesk

What You’ll Need

  • Google Workspace Super Admin
  • Your Zuzana inbound email address (available in the Zuzana dashboard)

Step 1: Open Gmail Default Routing

  1. Sign in to Google Admin Console
  2. Go to Apps → Google Workspace → Gmail
  3. Open Default routing

Direct link: https://admin.google.com/ac/apps/gmail/defaultrouting

Step 2: Add a Routing Rule

  1. Click Add another rule

Step 3: Specify recipient

  1. Choose Single recipient
  2. Enter your customer support address (ie. support@yourcompany.com) in Email address

Step 4: Redirect the e-mail to Zuzana

  1. Scroll down to Envelope recipient
  2. Add checkmark in Change envelope recipient
  3. Choose Replace recipient
  4. Input the forwarding address of this support address. In Zuzana, go to Settings → Channels → E-mail, tab Email Addresses, and copy the address shown at Forward emails to under that support address (it looks like yourteam-xxxxxxxx@inbound.zuzana.ai).

Each address has its own forwarding address. Use the one shown under the address you are forwarding. If you forward info@ to the forwarding address of support@, replies to those emails go out from support@. For several support addresses, add one rule per address.

Step 5: Set Options

  1. Scroll down to the Options section (section 3)
  2. Select "Perform this action on non-recognized and recognized addresses"
  3. Ensure "Also deliver to → Add more recipients" is not checked (otherwise mail will be delivered to both Zuzana and the original inbox)

Step 6: Save

  1. Click Save

Updated 21 October 2026

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