This guide provides detailed instructions on creating and managing App passwords for your Gmail account, which are required to connect your Gmail account to Ferndesk.
Prerequisites
A Google Account with Gmail
2-Step Verification must be enabled on your Google Account (read below to see how to enable this)
Access to your Google Account security settings
Why App Passwords Are Needed for Ferndesk
Ferndesk requires an App password to connect to your Gmail account because:
It enables secure access without sharing your main Google Account password
It allows Ferndesk to read email replies and use them for analysis.
Pro tip: App passwords enhance security by providing app-specific access that can be revoked individually without affecting your main account password.
Step #1. Enabling 2-Step Verification
Before you can create an App password, you must enable 2-Step Verification on your Google Account:
Go to your Google Account Security page
Under "Signing in to Google," click on "2-Step Verification"
Click "Get Started"
Follow the prompts to set up your second step (phone number, authenticator app, etc.)
Complete the setup process and confirm 2-Step Verification is active
Step #2. Creating an App Password
Once 2-Step Verification is enabled, follow these steps to create an App password for Ferndesk:
Go to your App passwords page
Sign in to your Google Account if prompted
Under "Select app," choose "Other (Custom name)"
Enter "Ferndesk" as the custom name
Click "Generate"
Copy the 16-digit App password that appears
Save this password in a secure location (it will not be shown again)
Important: The App password will only be visible once. If you lose it, you'll need to generate a new one. Each App password is unique and should only be used for its specific purpose.
#3. Using Your App Password with Ferndesk
After generating your App password:
Navigate to the Integrations page in your Ferndesk settings
Find Gmail in the list of integrations and click "Connect"
Enter your Gmail address
Enter the App password you generated (not your regular Google password)
Click "Connect" to complete the setup
Once connected, Ferndesk will automatically sync email replies from your Gmail account to your help center. You'll see a confirmation message when the connection is successful.
Troubleshooting Common Issues
Symptom | Likely Cause | Resolution |
|---|---|---|
"Password incorrect" error | Using your regular Google password instead of the App password | Ensure you're entering the 16-digit App password, not your regular Google password |
Can't find App passwords option | 2-Step Verification not enabled or account type restrictions | Enable 2-Step Verification. Note that some organization accounts may not support App passwords. |
App password not working | App password has been revoked or changed | Generate a new App password and reconnect your Gmail account in Ferndesk |
Lost access to device with App password | Security concern about unauthorized access | Revoke the App password immediately and generate a new one |
Managing App Passwords
You can manage all your App passwords from the same page where you created them:
To view existing App passwords: Visit your App passwords page
To revoke an App password: Find the app in the list and click "Remove"
To create a new App password: Follow the creation steps above
Security best practice: Regularly review your App passwords and remove access for apps you no longer use. If you suspect any App password has been compromised, revoke it immediately.
Caveats and Important Considerations
Account Changes: Changing your Google Account password automatically revokes all App passwords. You'll need to generate new ones after a password change.
Organization Accounts: Some Google Workspace accounts may have restrictions on App password usage. Contact your administrator if you can't find the App password option.
Advanced Protection: If you're using Google's Advanced Protection program, you may not be able to use App passwords at all.
Security Keys Only: If 2-Step Verification is set up only for security keys, App passwords may not be available.
Security reminder: Never share your App password with other apps. If you suspect an App password has been compromised, revoke it immediately.