Have you ever tried to set up multiple incoming and outgoing emails through two different email systems? If you have, you'll know that one is called a "forward" and you'll forever question why its counterpoint is not called a "reverse."
In this article, I'll explain how you can take complete ownership of your email channel with our email feature called Support Addresses. We'll give you a little background information on how setting up email addresses just got easier and show you how you can take advantage of this to set up workflows for different types of customers and alert different groups in your company.
In the past we used a system called "Pass Through Email" to accomplish this. Pass through required the creation of a custom email X-Header to pass information on to Zendesk Support for the purpose of establishing an appropriate Reply-To address that differed from your default Reply address.
If you did not understand that last sentence then this new feature is for you...
Introducing Zendesk Support's simplified way to process incoming email: Support Addresses
After you have disabled Pass-Through (click the Admin icon in the sidebar, then select Channels>Email>Pass-Through--and don't forget to save that setting change at the bottom of then page), the Support Addresses options will appear. You will then be able to add your new addresses.
Keep in mind that email forwarding rules still apply. You first need to establish these addresses (email@example.com and firstname.lastname@example.org) at your email domain (@yourcompany.com), and then forward them to Zendesk Support. We recommend forwarding them to email@example.com and firstname.lastname@example.org, respectively.
(Note: When using your own email domain you will still need to establish an SPF record as outlined here .)
Establishing VIP or Premier Email Addresses
If you want to use a support email address, like email@example.com or VIP@yourcompany.zendesk.com (note the .zendesk portion of the email), then all that you need to do is add these addresses to Support Addresses (click the Admin icon in the sidebar, then select Channels>Email>Support Addresses).
That was the toughest part of this new feature, I promise.
Now, any time an email arrives from one of these Premier/VIP addresses, you can set in motion a whole series of events, from trigger email notifications to clocks ticking on SLA responses to tag reporting (Professional and Enterprise) to SLA views to notifying external targets . Anything!
All of these can be used to easily distinguish various levels of service agreements that you share with your customers, and to alert the appropriate Group or individual Agent of the creation and progress of a distinct ticket.
Here is a basic example of an email trigger designed to notify your group that a customer has emailed the Premier address.
It's that easy.
Still, one of the simplest ways to manage any set of incoming tickets is through a view . A view offers several advantages: It is updated in real time, you can easily use the Play button to take advantage of a built-in workflow, you can add columns to determine the importance of that workflow, and you can create them for a specific group.
Moving on up... to Sales, Billing, Returns, and Finance
The process is also the same for setting up these types addresses as well, though perhaps with slightly different business rules associated with them:
All of those email addresses just became so much easier to set up and to manage, whether you're using Zendesk Support to send and receive emails or whether you're using an external domain.
Just add them to Support Addresses and Voila!... you immediately have email addresses from can send and receive from that match the groups you have already established.
(A very special thanks to Customer Advocate Jonathan Brummel for assistance with the lead image.)