Getting started with email in Zendesk Support Follow



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    Juan Manuel Rodriguez Porta

    I need to create a report that tells me how many tickets were created through X emails, is that doable? Haven't found an option from the admin console, views, or gooddata.

    Let's say I want to know how many (and which) tickets were created through and how many through


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    Jonathon Dore

    Most of the emails we send to customers from Zendesk are via triggers and automations. Is it possible to see a list of recently sent emails (like an outbox)? This would be far more convenient than checking tickets individually.

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    Jessie Schutz

    Hi Juan!

    You're correct, there aren't any attributes in GoodData that will allow you to identify tickets by which Support Address they came through. What you can do, though, is set up a series of triggers to apply a different tag to incoming tickets based on which email address the customer used.

    For instance, tickets coming through could get a help tag, could get a bills tag, etc.

    You can then build your reports to pull the information you need by tag.

    Please let me know if you have any other questions!

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    Matt Hoffman


    At its core, Zendesk is a ticketing system rather than an email client - for this reason you would have a hard time implementing anything like an outbox within Zendesk. Everything is organized and displayed as tickets rather than as individual email messages.

    If you have any follow-up questions to this just drop us a line at and we'll be happy to discuss this further, maybe if we understood your workflow a bit more we could recommend some options.

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    Skender Kollcaku


    Thank you for this explanantion!
    What I'd like to know is if there is a way (Zendesk Starter version - email ticketing) to add automatically an external CC email for every new ticket in the domain?

    Thanks again,

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    Jessie Schutz

    Hi Skender!

    It's not possible to add any CC via macro, and you can only add agents as CCs using Triggers and Automations, so I think the best option for you would be to use External Targets to notify non-agents on ticket updates. You can find out more about how this works here: Notifying external targets.

    Please let me know if you have any other questions!

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    We'd like to turn off the capability of users creating new tickets via email.

    But we'd like to maintain the ability for users to reply to an email from an analyst to add comments to a ticket.

    Is this possible?

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    Deepika Kumar

    Hi Anton,


    We would also like to turn off the feature of creating tickets via email. Is there any work-around for this from Zendesk.



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    Stephen Fusco

    Hello Deepika, 

    Unfortunately, the email channel cannot be fully disabled. However, there is another post on our Help Center about a clever workaround. You can find it at this link: Blocking the e-mail channel 


    Good Luck!

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