If you send Retently surveys from a Google mailbox that is also connected to your help desk, every survey you send appears in the help desk as a conversation. In Gorgias this looks like a new ticket for each survey sent, and it can also reopen tickets that were already closed.
This is expected behavior for any help desk that syncs a connected mailbox, including Gorgias, Zendesk, etc. Nothing is broken in Retently or in your help desk.
Why this happens
When you connect a Google Workspace mailbox to Retently, surveys are sent through that mailbox itself rather than through Retently's email servers. Google files a copy of every message sent this way in the mailbox's Sent folder, exactly as it would if you had written the message by hand.
Your help desk's Google integration syncs the whole mailbox, not only incoming mail. It reads the Sent folder too, and it has no way to tell the difference between a message one of your agents wrote and a message an outside app sent from the same address. Each survey is picked up and turned into a conversation.
You will usually notice it as:
A new conversation in your help desk for every survey sent
Closed tickets reopening when a survey reaches the same customer
Survey content cluttering existing customer conversations
The fix: verify your domain in Retently
Verify your domain and Retently sends surveys through its own email provider instead of through your mailbox. Surveys still go out from the same address, with the same sender name and the same design, so nothing changes for your customers.
The difference is that technically, your help desk will no longer have access to mirror the sent surveys.
How to switch
Step 1: Verify your domain
Go to Settings → Domains and Emails.
Add your domain if it is not listed yet.
Click Details next to each DNS record and add it with your DNS provider.
Wait for the domain to show as verified when clicking the Verify button. DNS changes can take a few hours to propagate.
For the full walkthrough, see Configure your DNS records to verify your domain in Retently.
Step 2: Change the sender on your campaigns
Verifying the domain is not enough on its own. Make sure you use an email address on the verified domain in the email survey template.
If you skip this step, nothing changes. The email address looks identical in both entries, so check the label underneath it before saving.
If you cannot verify your domain
If domain verification is not an option for you, the remaining choices are on the help desk side:
Send surveys from an address that is not connected to your help desk, for example
feedback@yourcompany.com. You can connect it in Settings → Domains and Emails.Or do not use your email address at all and instead continue using the default Retently-provided fallback email address.