Forwarding incoming email to Zendesk Support

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33 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Nathan,

    Just to confirm, you're CC'ing an agent to a ticket but they are not receiving an email notification? Is the agent also the assignee of the ticket? Or are you CC'ing the agent on your email providers side?

    I've only seen this occur if you're attempting to CC your support address to a ticket.

    Any additional information you can provide is greatly appreciated.

    Thanks!

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  • dhanushka kandegedara

    Hi Guys,

    I have set up gmail forwarding to zendesk successfully. So the emails get forwarded to zendesk and a corresponding ticket is created. Currently when I add a comment to a ticket, zendesk is sending the reply as an email to the original users' email.

    Instead of sending reply directly  to the end user, is it possible to send email reply to the forwarding gmail address or else  is it possible to configure a default gmail address in the email "To" field in the reply instead of end users email?

    Basically, I want to refrain zendesk from sending emails directly to end users, but I need to send reply to the forwarding gmail or a pre-configured email instead for all end users. Is this possible?

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  • Brett Bowser
    Zendesk Community Team

    Hey Dhanushka,

    I'm afraid there's no way to change this functionality at this time. Support is configured to always send the response to the requesters email address via email. If you were to send it to the forwarding email, this would just cause an email loop that would then forward that email back to Zendesk.

    Apologies for not being able to provide an alternative solution for you at this time!

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