You need to set up a custom email address for tickets that redirects into UserVoice. Maybe you already have it set up and are having issues, or are just investigating.
One thing to beware of is Google apps mailing lists are not set up to work with forwarding an email address into UserVoice.
This has never been the best (or suggested) way to set this up. You don't have the option to customize the headers, so you can't ensure that the messages are routed correctly to all subscribed users.
However, this became more complicated when Google upgraded the mailing list feature within Google Apps to what's currently used with Google Groups. It adds additional data to the headers, which makes it appear as spam to our servers.
So rather than your user's emails being redirected to UserVoice, our systems ends up rejecting them as spam. Not good!
Here's a handy guide from Google, on how to set up email forwarding/redirecting, so that you avoid these problems altogether.
Be sure to modify your DNS records, so you make sure customers receive your responses.
Other Articles You Might Enjoy:
- How does a customer's email make it into the Helpdesk?
- How do I make a contact form submit into UserVoice?
- Changing the "To" address when responding to tickets