Knowledge Base

Gmail Mailbox & Sync

A Gmail mailbox can be connected to SELLERLOGIC Commerce Services as a ticket source: incoming emails are automatically converted into support tickets. This page has two views of the same mailbox — the Setup (configuration) and the Sync Dashboard (synchronization status, error log).

Rebuilt excerpt of the view: /crm/gmail/:mailboxId
Rebuilt excerpt of the view: /crm/gmail/:mailboxId/sync

What can I do here?

  • View the mailbox's connection status (connected since, last sync, watch expiration)
  • Set a custom sender name for this mailbox
  • View email aliases (additional send-as addresses for this mailbox) and show/hide them in the reply dropdown
  • Configure categories, default priority and ignore rules for automatic ticket creation
  • Enable shadow mode to only read emails without creating tickets
  • Skip automatic replies (out-of-office notices) during import
  • Retroactively import older existing emails (backfill), pause/resume/cancel a running import
  • Jump to the central signatures page to assign one to this mailbox
  • In the Sync Dashboard: view processing statistics, the error log, and mark errors as resolved
  • Switch from shadow mode to full mode (tickets are then created automatically)

Step by step

  1. Check the mailbox in shadow mode: after connecting a new mailbox, it's recommended to enable shadow mode (the "Shadow Mode" section on the setup page) — emails are then read but no tickets are created yet. The Sync Dashboard lets you observe what would happen.
  2. Switch to full mode: once the configuration looks right, click "Activate Full Mode" on the Sync Dashboard and confirm the safety prompt. From then on, incoming emails are automatically turned into tickets.
  3. Retroactively import old emails: on the setup page, in the "Retroactive Sync" section, choose either "From Date" with a start date or "Full" → click "Synchronize". Progress (processed/matched/unmatched/errors) is shown live; the import can be paused, resumed or cancelled.
  4. Fix an error in the Sync Dashboard: select the "Open" filter tab, review the affected entry, resolve the cause (e.g. reconnect the mailbox), then click "Mark Resolved".

Fields explained

Field Meaning Notes/Effect
Sender Name Default sender name used for this mailbox Only applies when no alias-specific assignment exists
Categories Freely definable list of categories for incoming emails Used to classify new tickets
Default Priority Priority newly created tickets from this mailbox get by default Can be adjusted later per ticket
Ignore Rules Email addresses or patterns that should not create tickets One entry per line, e.g. "noreply@"
Enable Shadow Mode Turns on read-only mode In shadow mode, emails are read but no tickets are created
Skip Auto-Replies Skips automatic out-of-office replies during import and for incoming email Prevents unnecessary tickets from automatic replies
Mode (Full / From Date) Scope of the retroactive import "Full" can take significantly longer for large mailboxes
Processed / Matched / Unmatched / Errors Progress counters of the running import Shows how many emails have been processed and matched to existing contacts
Last Sync Timestamp of the last successful sync Updates automatically every few minutes
Watch Expiration Expiry date of the active Google notification subscription Renewed automatically in the background every few days
Total Processed (Sync Dashboard) Total number of emails processed so far Cumulative value over the mailbox's entire history
Watch Status Whether Google's push notification is active If "Expired", a regular background poll covers new emails instead

Values & statuses

Connection status (StatusBadge)

Value Meaning What happens
Shadow Mailbox in read-only mode Emails are captured but no tickets are created
Active Mailbox in full mode Incoming emails are automatically turned into tickets
Inactive Mailbox disabled/disconnected No more synchronization

Backfill import status

Value Meaning What happens
Import Running The retroactive import is active Progress updates live; "Stop Import" is available
Pausing Import Pause was requested Will shortly switch to "Import Paused"
Import Paused Import halted Can be resumed or cancelled
Cancelling Import Cancel was requested Will shortly switch to "Import Cancelled"
Import Cancelled The import was ended before completing A new import can be started
Import Completed All emails in the selected range were processed A new import can be started
Import Failed A technical error stopped the import Restart via "Retry"

Error log types (Sync Dashboard)

Value Meaning What happens
watch_renewal Error renewing the Google notification subscription Google push notifications may fail; a background poll covers the gap
history_fetch Error fetching new emails from Google Retried automatically on the next sync attempt
message_parse An email could not be processed correctly That individual email was not converted into a ticket
contact_link The sender could not be matched to an existing contact The ticket may be created without a contact link

Error status

Value Meaning What happens
Open Error has not been handled yet Shows in the default "Open" filter
Resolved Error was marked as fixed Only shows in the "Resolved" or "All" filter

Frequently asked questions

What's the difference between shadow mode and full mode?
In shadow mode the system reads emails but does not create tickets — ideal for risk-free testing of a new connection. In full mode, incoming emails are automatically turned into tickets.

How long does a full import take?
It depends on the mailbox size and can take noticeably longer for a very large number of emails. Progress can be followed live at any time, and the import can be paused in between.

Why don't I see any aliases on this page?
Either the mailbox no longer has valid credentials, or it has no additional send-as addresses (aliases) configured.

Where do I edit the signature for this mailbox?
Use the "Manage Signatures" link in the "Signatures" section to jump directly to the central signature management with this mailbox pre-selected.

What does "watch expired" mean?
The Google push notification subscription for this mailbox needs to be renewed. This normally happens automatically in the background; until then, a regular background poll still catches new emails.