Forums/Documentation/Configuring and using your email channel

Forwarding email from other email providers

Anton de Young
posted this on October 07, 2011 09:23

You can receive support requests at external addresses and then forward them to equivalent email addresses in your Zendesk account.

You can also forward all of your external support email addresses to just one of your Zendesk account domain email addresses, if you don't want or need to manage incoming email using the separate addresses.

Note: If you have not already done so, you need to add any external email addresses you want to use as a support address in Zendesk for email forwarding to work properly. For more information, see Adding support addresses for users to submit tickets.

Setting up email forwarding

You configure email forwarding in your email account, not in Zendesk. Exactly how this is done depends on the email provider you're using.

A number of email providers also allow you to create email forwarding rules so that you can select the incoming mail that should be forwarded to your Zendesk account.
Note: After you set up forwarding, you'll get a verification message in your ticket queue. If you can't locate the verification message ticket, check the suspended tickets view. See Managing suspended tickets and spam.

Microsoft Exchange and Outlook

To forward email to Zendesk using Outlook hooked into an Exchange server, you can set up a redirect rule. To do so, follow the instructions in Microsoft Outlook 2007: Automatically forward my messages to another e-mail account.

Another option is to set up email forwarding on your Exchange mailbox as follows:
  1. Create a Contact in Active Directory called Zendesk Support with the email address support@yourdomain.zendesk.com.
  2. Enable forwarding on support@yourcompany.com in the user properties in Active Directory.

For detailed instructions, refer toHow to configure a mailbox to forward mail to a mail-enabled contact. Also, check Forwarding email--Exchange 2003 for steps from our own Skip Moore at Zendesk.

Community Tip! Rick Griffith forwards email directly from Active Directory/Exchange without the need to create an Exchange mailbox or configure the Outlook client to forward. He uses a Global Distribution Group. Here are his steps:
  1. Create a Contact in Active Directory called Zendesk Support with the email address support@yourdomain.zendesk.com.
  2. Create a Global Distribution Group with a local email address like HelpDesk@yourdomain.com and make the Zendesk Support contact a member of this new group.

    With the Zendesk Support contact as a member of this group, any emails to Helpdesk@yourdomain.com (or any aliases or additional SMTP addresses that you want) are forwarded to the support@yoursubdomain.zendesk.com.

If you are using an Office365 hosted exchange instance you can forward email to Zendesk. To do so, see Configuring Offic365 Hosted Exchange with Zendesk by our own Adam Panzer at Zendesk.

Community Tip! Rory says he uses hosted exchange and can't do the external contact trick in Exchange. To work around this they use a mail server on one of their web hosts that does allow 'send as' and make Outlook resend via that email account instead of their exchange server. They use an Outlook macro to simplify things. To use this approach, first create that mail account on another server (customers will see this email address if they're CC'd on a new ticket that you resend, so name it sensibly), then follow the steps in Forwarding email with hosted exchange using Outlook macro.

Google Gmail and Google Apps

If you are using Google Gmail, use the steps in Forward email to another account to forward email to Zendesk. If you are using Google Apps, use the steps in the community tip How to use Google Apps email address and your own domain with Zendesk in our forums.
Note: When you set up forwarding in Gmail, the email you receive that contains your verification code will be added to your Suspended Tickets view. You can retrieve the message and the verification code from there.

Community Tip! Alexandr Dyba says Gmail (@ Google Apps) filter forwarding puts Zendesk on steroids! He's using one dedicated address (and its aliases) to sort and route different requests. He says it's relatively easy to create and maintain a business logic to automate all possible uses of Zendesk in the company. All requests can be handled by Gmail filters in one simple account and by creating a "Ticket was received at" trigger in your Zendesk.

Other email providers

Here's information for setting up email forwarding with a few other email providers:

Locating your forwarding verification email

Using email forwarding in Google Gmail as an example, a verification email is sent to support@myaccount.zendesk.com when you set up the forwarding. You'll need to check your ticket queue to locate the verification message and then click the link to verify that you want to forward email to this address. If you can't locate the verification message ticket, check the suspended tickets view. See Managing suspended tickets and spam.

 

Comments

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Michael Surkan

I have setup Microsoft's Office 365 to forward all incomeing support e-mails to our Zendesk e-mail support e-mail address. Unfortunately, all these new incoming e-mails result in suspended tickets which I have to monitor and re-assign. Zendesk is treating all the support e-mails being forwarded from Office 365 as being SPAM and is suspending every single one of them.

I have read about how to configure DNS SPF records so that Zendesk won't treat a given domain as being SPAM. Unfortunately, Office 365 doesn't allow users to modify DNS SPF records. Does this mean I am just going to have to live with all new trouble tickets being initially suspended?

April 13, 2012 08:56
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Mark Rothfield

We recently migrated to Office 365 and have the same issue as Michael and it is driving us nuts. Is there a solution?

June 08, 2012 06:46
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Anton de Young
Zendesk

Mark, Michael:

I opened a ticket for this. Our Support team is looking into it now. 

June 08, 2012 08:39
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Adam
Zendesk

Hi Michael and Mark,

 

Just a few quick questions: 

 

1.) Are you making sure that the forwarding is actually being done via a Redirect rule? In other words you want to make sure your messages are redirected and not forwarded.

 

2.) Are you using an organization rule to redirect mail or a mailbox rule?

 

ajp

June 08, 2012 10:05
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Mark Rothfield

@Adam To confirm, we are using a redirect not a forward rule. The rule is setup at the mailbox in Office 365 and fires for every incoming email.

@Anton Pls refer to tickets https://support.zendesk.com/requests/226308 and https://support.zendesk.com/tickets/223173 - I raised it in the forums to see if anyone else has found a resolution, as my support request also seems to be stuck in a loop!

June 08, 2012 16:58
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Adam
Zendesk

Hi Mark,

 

You can set this rule in the organization level which I believe might have a different effect. To do this you'll want to go to the organization level and add a organization-wide mail rule for support@mycompany.com

 

This article looks related: http://help.outlook.com/en-us/140/ms.exch.ecp.newtransportrule.aspx

 

In the meantime, let me take a look at those tickets and we'll go from there.

 

Love Your Zendesk - The Fastest Way to Great Customer Support!

Adam Panzer | Customer Advocate | support@zendesk.com

June 08, 2012 17:00
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Anton de Young
Zendesk

For anyone using Office365 and Exchange, check out Adam's walkthrough to set up forwarding: https://support.zendesk.com/entries/21634978-configuring-office365-...

June 28, 2012 10:29
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Marisa

The link to the walkthrough the Anton posted is no longer working.

August 22, 2012 03:49
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Justin Seymour
Zendesk

Hey Marisa: 

The link was fixed! Thanks for pointing that out. 

https://support.zendesk.com/entries/21634978-configuring-office365-...

August 23, 2012 08:24
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Santosh Dalvi

Hello Team , 

 

I have a gmail account which is helpdesk@support.com  ( Example) . And I want to configure like when customer email to helpdesk@support.com  it should forward to Zendesk email address .  I seen this tech-note :https://support.google.com/mail/bin/answer.py?hl=en&answer=10957

But when i am clicking on verify , but where to check the verification link .

 

Thanks ,

 

 

August 29, 2012 06:33
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Santosh Dalvi

Hey Team,

 

I figured out the Solution .

 

Thanks ,

Santosh Dalvi 

August 29, 2012 06:36
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Matt Zaglin
tpco

Hello - we have our 'helpdesk' requests set up as a Google Group rather than a standalone account.  We configured the group to include our zendesk 'support' email, but now every submitted ticket is being entered as our google 'helpdesk' account rather than the actual person requesting assistance.  Is there a configuration setting I need to change?  Thanks!

September 06, 2012 12:38
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Shaundjunior
Zalora Malaysia

HI Zendesk,

Im trying to reassign incoming email from xxxxx@zaloramy.zendesk.com to a certain group. Is that possible? I have tested sending email to xxxxx@zaloramy.zendesk.com (xxxxx being support or anything I wanted to). I have set up the group and incoming emails addressed to xxxxxx@zaloramy.zendesk.com come in fine except it does not get placed in the group?

 

Basically i need to place a priority of all incoming emails to xxxxxx@zaloramy.zendesk.com into a queue/group where they can be handled separately from other emails?

 

Shaun

September 28, 2012 23:47
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Justin Seymour
Zendesk

Hi Shaun: 

Did you create a trigger to place those tickets in the group? For example, I'd set it up like this: 

Meet all of the following conditions

Ticket is → Created
Ticket channel → is → Email
Ticket received at → xxxx@domain.zendesk.com 

Perform these actions

Group → Desired Group

You'd need to create a few of these triggers if you're routing multiple tickets from different addresses. 

October 02, 2012 07:31
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Emerson Quinn

Hi, I'd like to be able to take an email from my inbox and forward it (not reroute it) to zendesk and have the ticket created using the original sender as the requester and not myself.  Is this possible with zendesk?

October 20, 2012 21:16
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Justin Seymour
Zendesk

Hi Emerson: 

Head over to Settings > Agents and make sure Enable email forwarding is enabled. 

October 22, 2012 08:02
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Emerson Quinn

Ah, that did the trick!  Thanks Justin!

October 22, 2012 16:31
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Алексей Трикоз

Hi everyone!

I can't find email with verification code from Google, which must get on support@mycompany.zendesk.com!

February 05, 2013 10:25
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Justin Seymour
Zendesk

Hey Alexey: 

Take a look in the suspended tickets view. You should find the verification email there! 

February 05, 2013 10:26
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jmoore1
rxapps

Hi there,

I just ran into the same problem as Alexey. I now know what to do in the future when setting up forwarding, but is there any way you can turn the suspension off for forwarding confirmation emails? Seems like you will likely be seeing this problem a lot. I had sent myself about 4 different confirmation numbers before I finally tried the 'Suspended' box, which took up a bit of time and was rather frustrating when I couldn't figure out what I was doing wrong (which was nothing in the end!). Just a thought.

-John

February 24, 2013 16:55
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Justin Seymour
Zendesk

Thanks for your comments, John. We don't have any plans to change how the filter works at the moment, because it's fairly sensitive to all noreply addresses. Most of the time, we want to route similar noreply emails to the suspended queue. We recognize that not everything belongs in there, though! 

February 25, 2013 04:34
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Todd Zabel
Hearsay Social

Does Zendesk support email notation as follows?

support+23@mycompany.zendesk.com

We want to pass an ID parameter in the email. I tested this and it comes into the queue, but when I tested a trigger on it to check for tickets received at "support+23@mycompany.zendesk.com" it didn't add the tag that I expected.

Thanks!

March 19, 2013 18:06
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Bob Gardiner
exablox

What is the difference between using google mail to forward to support@MyCompanyName.Zendesk.com and making support@MyCompanyName.zendesk.com a member of support@MyCompanyName.com (Google groups)?

Why is forwarding recommended?

March 26, 2013 17:11
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Brandon K.
Zendesk

Hey Bob,

The reasoning is so that the proper headers will be passed along to the created ticket so we can read where the ticket originated if you are using the Pass through email addresses feature. I haven't looked at google groups specifically, but if you find that adding the address to the group works as well let me know!

March 29, 2013 13:12
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Matt Zaglin
tpco

@Bob & @Brandon - We had tried this initially, but found out that every ticket was showing up as having been requested from the Google Group email, rather than the person who was actually sending the email.  When we changed it in Google to be a standalone account that forwards, everything came through properly.

March 29, 2013 13:16
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Jennifer Rowe
Zendesk

Hey Todd,

Sorry for the delay. Brandon is working on getting an answer for you regarding your email notation question.

Please stand by!

thanks!

March 29, 2013 14:25
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Brandon K.
Zendesk

@Todd: Sorry that I didn't get back to you immediately. I was able to create a trigger that looked for support+23@mycompany.zendesk.com and then added a tag. The trigger fired successfully for me, so I believe that we are able to pass ID paramaters. Do you think you could send in a ticket to support@zendesk.com with a screenshot of your trigger and the number of the ticket that did not work? I'd be happy to take a look at your workflow and offer any fixes that I see.

March 29, 2013 16:33
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Bob Gardiner
exablox

Hello Brandon,

I have support@MyCompany.zendesk.com added as a member of our group support@MyCompany.com.  This is working to add cases with the expected owner of the case. 

When I added the Zendesk account to the Google Group, it created a user in Zendesk which I had go delete to prevent the circular reference.

Thanks.

April 01, 2013 10:17
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Brandon K.
Zendesk

Thanks for keeping me updated! Glad to hear this alternate method also works. Hopefully this will come in handy for some of our other users!

April 01, 2013 11:53
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Danielle Bradford

I'm having difficulties with this too. I've tried looking in the suspended tickets box, and enabling forwarding my agents settings, but I still can't get to the confirmation code. Help please!

April 04, 2013 14:06
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Ted Barnum
Zendesk

Hi,

Just a note on why email redirection is preferred over various types of forwarding.
When an email is received, a variety of the headers are looked at to pull information and to detect details, such as who is the sender of the email and is the email related to an existing ticket.


Email Redirection maintains the headers in the original email as it pass through the forwarding server. In this case, the forwarding server only adds a few headers when it passes though, and passes the email on like a baton to the next server.

Some types of forwarding actually create a new email with new headers, and this can destroy the details that are needed to correctly process the email.

I hope that helps!

April 12, 2013 10:02
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Lawrence Tang
clicktime

We've figured out how to setup our Google Apps email Group to forward emails to our account:

1: Open Domain Management.
2: Goto Settings > Email.
3: Click on Default Routing.
4: Add a new route with these settings:
   a: Single Recipient, and put in the address you want to use for Zendesk passthrough like services@YOURDOMAIN.com
   b: Check the box for Add X-Gm-Original-To header.
   c: Add a custom header for X-Envelope-To and put services@YOURDOMAIN.com
5. Make sure to check to allow all mail to follow this rule.

April 12, 2013 13:31
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Craig Reilly
We have forwarding enabled - but if I do it from outlook it creates new ticket from me. If I forward from iPhone it creates ticket properly from end user.
June 20, 2013 08:59
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Laura D.
Zendesk

Hi Craig, 

That could be a few different things. I've made a ticket for you so we can look at your specific case more closely. Look out for a message from us!

June 20, 2013 15:45
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Brian Treff

Regarding the ability to utilize an Exchange Global Distribution Group with a zendesk mail contact (i.e. - Rick Griffith's community tip), this does work with Office 365, but you have to make the following modification to your global distribution group in Exchange:

http://support.microsoft.com/kb/2618599

We used Method 2 and messages are now flowing to our zendesk address.

June 30, 2013 12:25
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Christian Eriksen

Hello Zendesk

 

I searched in the forums, but i could not find any solution to forwarding mail if we have an Email solution through www.godaddy.com

 

You think you could help me out ?

 

Yours truly

 

Christian Eriksen

October 04, 2013 06:52
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Sean Cusick
Zendesk

Hi Christian,

We were not able to list the specific instructions for every possible email provider, there are just far too many of them. I was able to find this GoDaddy article for you: http://support.godaddy.com/help/article/1725/setting-up-a-forwardin...

 

 

October 08, 2013 13:50
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Lucas Nelson
rsvpcomau

We are trying to get this working through Postfix at the moment. It's mostly working, but we are getting tickets with a "cc" to the original address (on my domain) which is weird, I contacted Zendesk support and they pointed out we are not setting one of the 4 required headers. We are going to try and fix that today, but...

I am finding it a real struggle to tell my Operations team exactly what the forwarded email's headers should look like. I'm not after step-by-step instructions for Postfix, but a clear statement of what the value of the email headers should be would be very helpful, for example:

Email from customer@gmail.com to support@company.com
I want that to appear in Zendesk as-if customer@gmail.com had emailed support@company.zendesk.com

What are the important email headers for correct processing of the forwarded email by Zendesk? What values would they have in this example?

To: ?
From: ?
X-Forwarded-For: ?

Any others that matter (aside from stuff like Date: and Subject: of course).

At the moment it's trial and error to get it working correctly. It need not be this way.

November 26, 2013 14:11
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Emily
Zendesk

Hi Lucas,

In your example, you've used the following:

Sent from: customer@gmail.com

Sent to: support@company.com

Forwarded to: support@company.zendesk.com

This CC issue is likely occurring because the forwarded messages lack any of the usual info in the email header to indicate that the message was forwarded. Normally, a mail server that forwards a message will include one of the following headers:

X-Forwarded-For 
X-Envelope-To 
X-Orig-To 
Resent-From

If your forwarded messages contain none of these headers, the cc will be attached. The method for remedying this varies depending on what solution you're using for email in your organization. However, using your example above, I can tell you how to populate whichever header you need:

X-Forwarded-For: support@company.zendesk.com

X-Envelope-To: support@company.zendesk.com

X-Orig-To: support@company.com

Resent-From: support@company.com

I hope this helps point you and your Operations team in the right direction!

November 27, 2013 14:25
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Lucas Nelson
rsvpcomau

Thanks Emily! That's exactly what I was after.

November 27, 2013 14:30
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Consultoriolhyadasilva

Help point what que funciona lotado the cliente the pagamento?

January 17, 2014 06:52