Forums/Community/Community questions & answers


personalized reply addresses

Gareth Haynes
asked this on February 28, 2010 14:40


I have tried searching for this in the forums but can't find the answer.  Basically I want a clear explanation of how personalise reply address work when you have a custom domain setup and a custom default reply address.  When I first setup my account Skip had to do some magic on the back end to make this work but I'm not sure what he had to do but he said that I would not be able to use personalise reply addresses.  So I would to understand how this function is supposed to work (e.g. why you need notifications-support@[domain name] setup) so I can understand why i can't use it.  I am using Google Apps Premier to host my mail.





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Conrad Selle
Project CS Beta Testers

I would also like a better explanation of funcationality.  How does this get setup with Google email?

April 05, 2010 23:53
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Larry Deckel
Business Hours beta testers

I am also working with google mail -- and while I added an email address of   I'm not sure where I'm supposed to add      Do you have a tutorial that explains what email addresses to add, and where?   (on the page you ask for the address we wish to make as our personalized reply address -- but there is no mention of notifications-support@     except as an error message.

April 20, 2010 13:36
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Gareth Haynes

It would be nice if someone from Zendesk would explain this....  Anyone???

April 20, 2010 13:40
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Skip Moore
Check Answer is needed because the way we send personalized mail. The actual from address is the even though the nice name will say "Skip Moore". With the reply-to address being The notifications-support@ has to be a alias or nickname of your support@ depending on what email server you are using. On google mail it's called a nickname and on Exchange it's a alias. 

One issue with Google apps is that it can't be a nickname of another nickname or be part of a group. Because Google does some things with the headers that breaks forwarding. 

May 05, 2010 07:24
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Gareth Haynes

Thanks Skip, thats exactly what I wanted to know...

By the way, great new iPhone app!!!!  :)

May 06, 2010 10:12
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We use a mail service from and cannot get Zendesk to recognize the notifications-support mailbox we've setup. We've tried a separate account, a forward and a whitelist but Zendesk always says the same thing: 'Personalized replies cannot be enabled as your mail server does not recognize'

How is Zendesk checking for this? If we knew that we could at least ask Nettica why the request is failing. I was assuming you do an SMTP connect, start the process of sending to notifications-support and see if it fails. But if this was the case the measures above should work.

Any help would be appreciated.

June 02, 2010 08:24
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Chris W. Parker


Can someone explain what I'm doing wrong here?

I have "Enabled personalized reply addresses for ticket notifications?" checked. My "Default reply email address" is "Enable pass through email addresses?" is also checked.

I have an Exchange distribution group called "itsupport" that contains one member, a contact with the email address The group's email address is and has one alias of

When I submit new cases to the case is registered in Zendesk and I get a reply stating my case has been accepted. The problem is that when I comment on the case within the Zendesk console the reply never reaches me.

I check my spam filter log with the idea that maybe the email is being blocked but I can't find anything. Nothing comes from and nothing is headed to my email address.


June 24, 2010 09:10
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Chris W. Parker

Nevermind... found out that Zendesk doesn't send replies for tickets created by the admin. I don't know why they chose to do this considering the admin is probably going to use their own email address when testing the service.

June 24, 2010 14:20
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Gareth Haynes

Hi guys..

I am now using Exchange instead of Google Apps and I have set it up exactly as Chris W. Parker describes but Zendesk still says that my mail server doesn't recognise  Any ideas what I am doing wrong??


July 09, 2010 03:10
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Gareth Haynes

Ah, dont worry.. Seems it just took a while for the host to fully make the changes.. Its all working now..

July 09, 2010 07:13
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Jeff Choo

I don't know what I did wrong but I still got the same error message that zendesk don't recognize the


I created a user account with as alias and add a second smtp email address as - not deal.



July 09, 2010 12:48
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Adding my experience here, as this set up is not well documented anywhere.

We don't use Google mail or Exchange, but rather an email hosting service with a GUI (something like what you might encounter if you use Cpanel).

We created two Aliases, also known as Forwarders. BOTH of them point to

So our set up looks like this:


Alias:      Forwards to:

Alias:                          Forwards to:


NONE of these addresses is a real POP account on our system, they are only aliases with forwarding addresses.


I hope that helps someone!

July 08, 2011 10:10
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Edit: *not well documented anywhere that I can find. :)

July 08, 2011 10:11
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Client Services
I struggled for awhile on this topic. I am using Google Apps and this was my way to make it work. added two nicknames: and I then modified the Email routing: added *if you do not want the replies saved to the gmail inbox also uncheck "google Apps Email" problem solved.
August 16, 2011 20:35
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Anthony Somerset

looks like setting up a group for notifications-support and support both forwarding to is working ok now in google apps with zendesk using personalised replies and custom reply to domain

November 22, 2011 07:02
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Rick Hutchinson

As a Google apps for business user, we found that Anthony's method works perfectly.  Shame the From address still shows "notifications-" though, does make it a little confusing for EU's.

December 06, 2011 10:01
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Here is the Step by Step Process I took to get this working with Google Apps:

For anyone using Gmail /Google Apps for Business:

  1. Groups > Create a new Group add 'notifications-support' as the email and the name fields, when you add members in the next step, add
  2. Groups > Create a new Group add 'support' as the email and the name fields, when you add members in the next step, add It's important to select 'Team' and then select:  'Also allow anyone on the Internet to post messages' that way anyone can send an email to that group.
  3. Go back to and update the email at the top to
  4. Check 'Personalized email replies' and SAVE.
February 27, 2012 20:01
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Pål Nilsen

Thank you Matt, your recipe worked perfectly for Google Apps.

March 28, 2012 14:40
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Chris Marx

I'm using Gmail (not the google apps for business) and ran into some sticking points. I think you're instructions are only for business users, is that correct?

I created a new contact group and created a single contact in each group called

But then for the next step, I couldn't find anything labeled 'Team' or 'Also allow anyone on the Internet to post messages'

Contact groups are different than what you're describing which I think are user groups.


Is there a way to set this up with basic gmail?

May 21, 2012 01:59
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Lyle Sweeney

Still confused.  Lots and lots of words and no answer. 

December 10, 2013 20:59
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Laura D.

Hi Lyle, 

Sorry this isn't terribly clear - I think it might be better to look at our set up guide for details about personalized replies. 

Although I'm not sure specifically what you need help with here're a few tips:

Those are a few things off the top of my head - I do see you have a ticket open about this, we'll be able to help you there as well if you have more questions, it's working its way through our queue. I'll certainly do my best in the forums as well. 

December 11, 2013 12:27
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Brian Sobel

In my experience, "Personalized email replies" was mutually exclusive with "Default reply email address" so when I unchecked the first, the latter worked.

December 17, 2013 19:00
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Hi Brian, 

It is true that you'll see an error message if personalized email replies are enabled when you switch from the default reply email address to an email address. The solution, like you said, is to uncheck the "personalized email replies" box and swap your default reply email address. Once you've switched to the default reply address, you can re-check the box for personalized email replies

December 19, 2013 15:57