Forwarding incoming email to Zendesk Support

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  • 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.


  • 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!

  • yamin ibrar

    Hi there,


    I have perhaps a unique situation, where all I want is for the initial email that is sent when a user is created to be sent from a different email address. I specifically do not want that address to forward to Zendesk, but i would like all outgoing Zendesk emails to use that address. Is this possible?

  • Badam Gill

    Can i use zendest API to embed in LCS blog?

  • Joseph Krahn

    The Microsoft Exchange and Outlook link is a 404 here — please update!

  • Tod
    Zendesk Customer Advocate

    Hi Yamin‍,

    My name is Tod, and I am with the Zendesk Customer Advocacy Team.

    Regarding the inquiry about using a non-support address to show where the Welcome email was sent from, this is not possible.

    The address would have to be your Default email address listed under Admin > Channels > Email.

    Let me know if you have any questions.



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