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.
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.
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:
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.
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:
Using email forwarding in Google Gmail as an example, a verification email is sent to firstname.lastname@example.org 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.