Integrations 3 min read 28 September 2026 By Fred

How to connect your Google Workspace mailbox to Xcellerate OPS

Step by step: enable the Gmail API in Google Cloud, create an OAuth client and connect your support mailbox to Xcellerate OPS.

Does your team run on Google Workspace? Connect your Gmail mailbox, for example support@, to Xcellerate OPS and every new email becomes a ticket. Replies thread onto the right ticket and your technicians answer from that same mailbox. The connection uses the Gmail API with modern authentication, so no IMAP or SMTP password is needed.

TL;DR

Enable the Gmail API in Google Cloud, create an OAuth client and add the redirect URI shown in OPS.

Enter the client ID, client secret and mailbox address in OPS, then click Connect mailbox while signed in as the mailbox itself.

OPS checks for new mail every 5 minutes. Processed emails move to Gmail Trash.

Before you start

You are an admin of your OPS workspace. Only admins can set up the mailbox.
You have access to a Google Cloud project where you can enable the Gmail API and create an OAuth client.
You can sign in as the mailbox itself. To connect support@, you sign in as support@.

Step 1: add Google Workspace to the Mailbox category

Go to Settings → Data and security → Integrations and place the Google Workspace card in the Mailbox category. Until you do, Google Workspace is greyed out on the Email page. The card's Open e-mail settings button takes you straight on.

Step 2: choose Google Workspace as mail provider

Open Settings → Customer channels → Email and choose Google Workspace under Mail provider. The page shows the redirect URI you need in Google Cloud.

Email settings with the mail provider choice and the SMTP and IMAP fields The Email page with the choice between Microsoft 365, Google Workspace and SMTP/IMAP, before any mailbox is connected.

Step 3: prepare Google Cloud

Enable the Gmail API in your Google Cloud project.
Configure the OAuth consent screen.
Create an OAuth client and add the redirect URI shown in OPS. It looks like this: https://<your-workspace-host>/settings/email/oauth/google/callback.

OPS requests the scopes gmail.modify, gmail.send and userinfo.email, with offline access.

Step 4: enter the details in OPS

Fill in Client ID, Client secret and Mailbox address. Tick Send replies and Mail-to-ticket. If you want unknown senders registered as contacts automatically, switch that option on too. Click Save.

Step 5: connect and test

Click Connect mailbox, sign in with the mailbox account and approve the Gmail permissions. Google shows this consent screen on every connect. You return with "Mailbox connected."

Then click Test connection. It tells you which account OPS is connected as, for example "Connected as [email protected]." Next, use Run diagnostics and Send test message, reply to the test email and check that a ticket appears.

What happens after you connect

Inbound: every 5 minutes, up to 20 unread Inbox messages become tickets, or thread onto an existing ticket when the subject contains "[#123]".
Attachments and inline images are kept. Automatic replies are filtered out and listed for 30 days.
Outbound: replies go out as "Re: [#123] Title", with the From name or your workspace name as display name. Cc and Bcc are supported.

Good to know

One mailbox per workspace.
Processed emails leave the Inbox. They move to Gmail Trash, where Google keeps them for 30 days.
No shared or delegated mailboxes. Gmail only reads the account that gave consent. If the mailbox address differs from the connected account, the page warns: "Gmail can only use the connected account. Connect with this address instead, or clear this field." The mailbox check in diagnostics then fails.
Free plan: every outgoing email carries a small "Powered by Xcellerate OPS™" footer. Paid plans send unbranded mail.

Troubleshooting

"Connected as X — note that mail is read from that account, not from Y." You signed in with the wrong account. Diagnostics will say: "Reconnect while signed in as the mailbox you want to use."
"The stored authorisation is no longer valid. Use Reconnect."
"Check the API permissions on the application registration, and that admin consent was granted." Check the Gmail scopes on your OAuth client.
"Authorization was cancelled." The Google screen was closed without approving. Try again.

The recent provider activity log shows each Gmail API call and what Google answered, for 30 days.

Read more about email as a channel on the service desk page, and see all connections under EU integrations.

Ready to turn your Gmail mailbox into tickets? Get started for free and connect Google Workspace in about fifteen minutes.

Frequently asked questions

Can I connect a shared or delegated Gmail mailbox?

No. Gmail only reads the account that gave consent, so sign in as the mailbox itself, for example as support@.

What happens to an email once it becomes a ticket?

Processed emails move to Gmail Trash, where Google keeps them for 30 days, so you can still recover them.

Do I need an IMAP or SMTP password?

No. The connection uses the Gmail API with OAuth. You only need an OAuth client from Google Cloud.

#Google Workspace #Gmail #email to ticket #service desk #Gmail API

Sources: Verified against the Xcellerate OPS source code by the product team on 2026-09-28. Feature pages: https://rmmlabs.io/en/products/ops/features/integrations-eu; https://rmmlabs.io/en/products/ops/features/service-desk. Screenshots: real captures of the Xcellerate OPS demo workspace, Sep 2026.