Many businesses maintain archives of their customer communications as a standard practice or for legal purposes. In the Enterprise version of Zendesk, you can enable automatic email archiving, which will send a copy of every outbound email notification to a BCC address. The BCC address is to an external email account so that the archive is maintained outside of your Zendesk. This can be set up by an administrator.
- Click the Admin icon () in the sidebar, then select Tickets.
Zendesk Classic: Select the Setting menu, then select Tickets.
- In the section Email Archiving, enter an external email address.
- Click Save tab.
All ticket email communication will now also be sent to the BCC address for archiving.