Forums/Documentation/Configuring and using your email channel

Enabling personalized email replies

Anton de Young
posted this on October 07, 2011 09:21

When configuring your email channel, you have the option of adding the agent's name to the Reply From address in email replies to the end-user. This is referred to as personalized email replies.

This example shows how email notifications look to end-users if you have not enabled personalized email replies.

With personalized email replies enabled, end-users see the agent's name in the Reply From address.

A personalized reply is used when agents add public comments to the ticket (whether or not they are the assigned agent). An agent's name is not used for automatic system replies.

Personalized email replies work with all of your support email addresses, whether you are using variations of your Zendesk email address (support@accountname.zendesk.com) or external email addresses. For more information about support addresses, see Adding support addresses for users to submit tickets.

Note: Personalized email replies also work with wildcard email addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the agent's name. For more information, see Accepting wildcard email addresses for support requests.

About the Reply From address and personalized email replies

When you have personalized email replies enabled, the replying agent's name is included in the Reply From address in email replies to the end-user. The address used in the Reply From address depends on whether you are using a Zendesk address or an external email address to receive support requests.

Using Zendesk email addresses with personalized email replies

If you are using Zendesk email addresses, the following table shows what the Sent To and Reply From addresses might look like when you have personalized email replies enabled, and users email one of your known support addresses.

Note: The table below is for email sent to known support addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the agents name.
Sent ToReply From
support@myaccount.zendesk.com Claire Grenier (Support Address Name) <support@myaccount.zendesk.com>
Note: If the support address does not have a name, the Reply From looks like this: Claire Grenier <support@myaccount.zendesk.com>
help@myaccount.zendesk.com Ben Gunther (Support Address Name) <help@myaccount.zendesk.com>
sales@myaccount.zendesk.com Donna Rohrs (Support Address Name) <sales@myaccount.zendesk.com>
billing@myaccount.zendesk.com Mike Weeden (Support Address Name) <billing@myaccount.zendesk.com>

Using external email addresses with personalized email replies

If you are using external email addresses, the following table shows what the Sent To and Reply From addresses might look like when you have personalized email replies enabled, and users email one of your known support addresses. For information about using an external email address, see Using an external email domain.

Note: The table below is for email sent to known support addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the agents name.
Sent ToReply From
support@mycompany.com Claire Grenier (Support Address Name) <support@mycompany.com>
Note: If the support address does not have a name, the Reply From looks like this: Claire Grenier <support@mycompany.com>
help@mycompany.com Ben Gunther (Support Address Name) <help@mycompany.com>
sales@mycompany.com Donna Rohrs (Support Address Name) <sales@mycompany.com>
billing@mycompany.com Mike Weeden (Support Address Name) <billing@mycompany.com>

Turning on personalized email replies

When you enable personalized email replies, the replying agent's name is included in the Reply From address in email replies to the end-user.

To enable personalized email replies
  1. Click the Admin icon () in the sidebar, then select Channels > Email.
    Zendesk Classic: Select the Setting menu, then select Channels > Email > Edit.
  2. Click Enable for Personalized email replies.
  3. Click Save.

A personalized reply is used when agents add public comments to the ticket (whether or not they are the assigned agent).

 

Comments

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Josh
Greysignal

How do you have multiple incoming email addresses? And if you can, how about route them to specific agents based upon which email they sent it to?

May 07, 2013 18:08
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Brandon K.
Zendesk

Hello Josh,

If an email is sent to any address @subdomain.zendesk.com a ticket will be created. Check out this article for advice on how to forward emails from your external email providers: https://support.zendesk.com/entries/20518663-forwarding-email-from-... As for automatically assigning emails to your agents, you can do this with a custom trigger at Business rules > Triggers. The condition 'Ticket received at...' will allow you to specify the email you received a ticket at and base an action off of it. Be sure to add a second condition of 'Ticket is Created' so you can reassign later, but if you then add the action 'Assignee' you will be able to choose which of your agents gets assigned tickets from the email address you specified.

May 08, 2013 11:06
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jason lewis
modula4

Initial emails are coming from "-" <notifications-support@ourcompany.com. Why is there a blank or how do we populate some value for what comes before the "-"?

June 20, 2013 17:09
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Laura D.
Zendesk

Hi Jason, 

I'm going to create a ticket for because it seems like something's a bit amiss here. I checked your settings and didn't see an obvious reason for this to happen. Look out for a message from us in a few minutes!

June 21, 2013 16:48
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Ankica Barisic

How we set up Reply From/ Reply To options?

February 19, 2014 01:50
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Emily
Zendesk

Hi Ankica, 

The Reply From/Reply To example above is referring to a feature called email pass through. When you enable this, it overrides personalized email replies and aliases. The Reply From address is the same address that the email was sent to. Does that answer your question?

February 19, 2014 10:37
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Helle Buhl
maxmanus

Hi

I have just switched on personalized email, because I like that the customers can see right away the agents name, but I have a question.

Is it possible to switch so that the name of the e-mail eg. Max Manus Helpdesk is first ?

Instead of "Helle Buhl (Max Manus Helpdesk)" it is "Max Manus Helpdesk (Helle Buhl)".

The reason why is that then it would be easier for the customer to search for e-mails from Max Manus Helpdesk.

 

March 10, 2014 00:26
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Khoa Le
Zendesk

Hi Helle,

That part of the email is determined by agent's name and the name of your Zendesk. The format is as follow: Agent_Name (Zendesk_Name).

Unfortunately, this format cannot be changed.

March 11, 2014 09:02