Many businesses maintain archives of their customer communications as a standard practice or for legal purposes. In the Enterprise version of Zendesk, you can enable automatic email archiving, which will send a copy of every outbound email notification to a BCC address. The BCC address is to an external email account so that the archive is maintained outside of your Zendesk. This can be set up by an administrator.
To set up email archiving
Click the Manage icon () in the sidebar, then select Tickets.
Zendesk Classic: Select the Setting menu, then select Tickets.
In the section Email Archiving, enter an external email address.
Click Save tab.
All ticket email communication will now also be sent to the BCC address for archiving.