A complete guide to understanding email in Zendesk - Part 1: How the email channel works



Edited Mar 19, 2025


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Is it possible to keep all emails (incoming and outgoing) as part of the email communications in the inbox (Google Worksuite/G Mail) for our records but handle everything in Zendesk. I want to avoid a situation where our response and resolution data might be locked into one system or only accessible in somekind of flat file export should we move away from ZenDesk down the line.

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Hi Jamie!

Hope you're doing well! You can use the ticket.id placeholder to show it to the customer in your email.

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Is there a way that customers can see a ticket number when we send them outbound communications so that they can reference that? For example "I had a concern about my account which I had previously reached out last week. It was case number ####." Where can customers find that case number in their email?

 

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Hello Phil - I totally agree with Phil! 

 

 

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Thanks Sean!

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Hi 1265122377029 you would want to use the API or perhaps the Channel Framework to create these tickets. Currently those are the only channels that support creating tickets with that level of customized fields that also need to be populated. The Email channel does offer a Mail API option for setting some standard ticket properties, though these do not map to custom fields. 

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Hello.  We are currently using eMails to automatically create Zendesk tickets, and it only maps to Requester Name, Cc List, Subject and Text essentially.  I have created a Microsoft Customer Voice (Microsoft Forms essentially) form that has a lot more information that we want to capture from our customers and I want to send this directly to Zendesk to create a ticket (via eMail or whatever is best), but I have a lot more information and want to map that information into Zendesk field so when it creates the ticket automatically, this is all there in the correct location.  For instance, we have 40+ different systems, and based upon the system that the Requester is having trouble with, my form will ask 3-4 context sensitive questions, some required, others optional and then it's ready to send to Zendesk to create the ticket along with a lot of other up front basic information that we want to capture.  I'm assuming we can send to the same support@xxx.zendesk.com support eMail address, but I'd like to know how I can create a mapping for Zendesk to use when it receives the eMail.  Thanks!

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Hi Jeremy,

The notifications sent by Zendesk to users are mostly controlled by triggers. Disabling the triggers should prevent emails/notifications from being sent. 

Here is the list of default triggers in Zendesk.
About the standard Support triggers

And here's a guide on how to deactivate triggers.
Deactivating triggers

Hope this helps.

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Hi, 

Is there a way to turn off all outbound emails by Zendesk?   For context, all out customers reach out to us via our team's google alias. Through that alias, a Zendesk ticket is created.  Do to the complexity of the requests for support, multiple internal & external teams are added and removed from the email thread during the life of that thread.  We want to continue to be reached & respond through the original email thread on gmail and only use Zendesk as a record of support and for metrics. For this to work successfully we need Zendesk to not send emails to our customers which causes them confusion of which thread to respond on. 

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Hello Nick,

Just have tested the same scenario from my test account using this Select an Address app. 
Please take a look at my screenshot below:
 
You can do it the same way. Please read this for more information in this article - Installing and using the Select an Address app.
Hope it helps

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