It seems a lot of you were looking for a way to set the support address to use for notifications when an agent creates a new ticket in Zendesk Support on behalf of the requester. As this is currently not possible through the interface I thought I'd share this tip with you, on how to achieve it using the mail API.
This is my Zendesk Support account, you can clearly see that my system address is set as a default:
You will need to send an email from the email address that is assigned to an agent. As you can see below, this is my agent profile in Zendesk Support with my email address set on it
What I will do next is go to my inbox, and use a few of the commands available to create a new ticket on behalf of the requester by sending in an email.
On this case I am setting the support address I want to use throughout that ticket by sending an email to that address. I am also setting the requester on the ticket, the type of ticket it is and a tag .
The full reference guide for all of these commands can be found here: https://support.zendesk.com/entries/21543427-Updating-ticket-properties-from-your-inbox
Afterwards if we have a look in Zendesk Support, it will show the ticket with the correct support address I wanted to use.
I know it's not ideal to have every agent create tickets on behalf of customers from their Email inbox but at least this might help some of you out as a temporary workaround :-)
If you have any issues in using the mail API just send us an email at firstname.lastname@example.org