Question
I want to retain my customer's attention on an email. How can I add a sender image (otherwise known as email avatar) in the emails sent from my account in a Google account and in Gravatar?
Answer
Google accounts
- Create an account for your support addresses. You need to do this for every support address listed under Admin > Channels > Email. For more information about your support addresses, see Adding support addresses for users to submit tickets.
- Go to the suspended tickets view in your Zendesk Support account and recover the Google Email Verification email (most likely the most recent suspended ticket).
- Click the verification link.
- Navigate to https://myaccount.google.com/ and set your icon by clicking the profile icon itself and selecting Change.
Before
After
Gravatar
- Create a Gravatar profile, if you don't have one already.
- Check your views (and suspended tickets) to find an email from Wordpress.com, to verify your account.
- Activate and head back to the site.
- Upload the image, and add to your support address.
- Use the Add email address link to add additional support addresses, then repeat steps 1 to 4.
13 Comments
Very useful article. Every organisation should have their email avatar setup!
Glad you liked it Wouter! Let me know if you run into any issues, or find any additional tips that should be included!
Hi, neither of these suggestions work for me. I have tried making a Google account for support@MYDOMAIN.zendesk.com (my primary Zendesk email address), and I have tried using Gravatar.
Are there any alternatives? This feels like something that should be able to be edited in Zendesk (as per any normal user), and not with 3rd party products like Gravatar.
Hey Jude,
I've created a ticket for us to work in regarding this issue. Because I do want to discuss why these options are not working for you, and I'm hoping we can come up with a solution together!
Thank you for share this useful information
Glad you found the above information useful Indra :)
Love this! I made a google account for our Zendesk email. Is it normal that any tickets made by emailing that email address don't show in the Gmail inbox? I see the tickets, but when I look in the inbox of the google account I made, I don't see them. Thanks!
Hey Fiona,
If the emails are sent directly to your Google account to generate a ticket, then those email should still show up in your gmail inbox. I would double-check your forwarding rule and make sure that these emails are not being sent to another folder or possibly removed.
Cheers!
Thanks, Brett - it's not our company email address, it's our support@ourcompany.zendesk.com email - does that make a difference?
Hi Fiona,
If you're using a Zendesk email address then those emails would not show up in your gmail account. They would only display in the ticketing system.
Let me know if you have additional questions for me!
Thank you!
Our company is using support@ourcompany.zendesk.com when sending emails to customers. Unfortunately, despite following the line items one by one for setting this up in google, it still doesn't reflect properly.
Hey Ben,
I'm going to create a ticket on your behalf so our Customer Care team can look into this with you. You'll receive an email shortly stating your ticket has been created.
Cheers!
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