Enabling personalized email replies

Enabling personalized email replies

When configuring your email channel, you have the option of adding the agent's name to the Reply From address in email replies to the end-user. This is referred to as personalized email replies.

This example shows how email notifications look to end-users if you have not enabled personalized email replies.

With personalized email replies enabled, end-users see the agent's name in the Reply From address.

A personalized reply is used when agents add public comments to the ticket (whether or not they are the assigned agent). An agent's name is not used for automatic system replies.

Personalized email replies work with all of your support email addresses, whether you are using variations of your Zendesk email address (support@accountname.zendesk.com) or external email addresses. For more information about support addresses, see Adding support addresses for users to submit tickets.

Note: Personalized email replies also work with wildcard email addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the agent's name. For more information, see Accepting wildcard email addresses for support requests.

About the Reply From address and personalized email replies

When you have personalized email replies enabled, the replying agent's name is included in the Reply From address in email replies to the end-user. The address used in the Reply From address depends on whether you are using a Zendesk address or an external email address to receive support requests.

Using Zendesk email addresses with personalized email replies

If you are using Zendesk email addresses, the following table shows what the Sent To and Reply From addresses might look like when you have personalized email replies enabled, and users email one of your known support addresses.

Note: The table below is for email sent to known support addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the agents name.
Sent To Reply From
support@myaccount.zendesk.com Claire Grenier (Support Address Name) <support@myaccount.zendesk.com>
Note: If the support address does not have a name, the Reply From looks like this: Claire Grenier <support@myaccount.zendesk.com>
help@myaccount.zendesk.com Ben Gunther (Support Address Name) <help@myaccount.zendesk.com>
sales@myaccount.zendesk.com Donna Rohrs (Support Address Name) <sales@myaccount.zendesk.com>
billing@myaccount.zendesk.com Mike Weeden (Support Address Name) <billing@myaccount.zendesk.com>

Using external email addresses with personalized email replies

If you are using external email addresses, the following table shows what the Sent To and Reply From addresses might look like when you have personalized email replies enabled, and users email one of your known support addresses. For information about using an external email address, see Using an external email domain.

Note: The table below is for email sent to known support addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the agents name.
Sent To Reply From
support@mycompany.com Claire Grenier (Support Address Name) <support@mycompany.com>
Note: If the support address does not have a name, the Reply From looks like this: Claire Grenier <support@mycompany.com>
help@mycompany.com Ben Gunther (Support Address Name) <help@mycompany.com>
sales@mycompany.com Donna Rohrs (Support Address Name) <sales@mycompany.com>
billing@mycompany.com Mike Weeden (Support Address Name) <billing@mycompany.com>

Turning on personalized email replies

When you enable personalized email replies, the replying agent's name is included in the Reply From address in email replies to the end-user.

To enable personalized email replies
  1. Click the Admin icon () in the sidebar, then select Channels > Email.
    Zendesk Classic: Select the Setting menu, then select Channels > Email > Edit.
  2. Click Enable for Personalized email replies.
  3. Click Save.

A personalized reply is used when agents add public comments to the ticket (whether or not they are the assigned agent).

Have more questions? Submit a request

Comments

  • Avatar
    Josh

    How do you have multiple incoming email addresses? And if you can, how about route them to specific agents based upon which email they sent it to?

  • Avatar
    Brandon K.

    Hello Josh,

    If an email is sent to any address @subdomain.zendesk.com a ticket will be created. Check out this article for advice on how to forward emails from your external email providers: https://support.zendesk.com/entries/20518663-forwarding-email-from-other-email-providers As for automatically assigning emails to your agents, you can do this with a custom trigger at Business rules > Triggers. The condition 'Ticket received at...' will allow you to specify the email you received a ticket at and base an action off of it. Be sure to add a second condition of 'Ticket is Created' so you can reassign later, but if you then add the action 'Assignee' you will be able to choose which of your agents gets assigned tickets from the email address you specified.

  • Avatar
    jason lewis

    Initial emails are coming from "-" <notifications-support@ourcompany.com. Why is there a blank or how do we populate some value for what comes before the "-"?

  • Avatar
    Laura D.

    Hi Jason, 

    I'm going to create a ticket for because it seems like something's a bit amiss here. I checked your settings and didn't see an obvious reason for this to happen. Look out for a message from us in a few minutes!

  • Avatar
    Ankica Barisic

    How we set up Reply From/ Reply To options?

  • Avatar
    Emily

    Hi Ankica, 

    The Reply From/Reply To example above is referring to a feature called email pass through. When you enable this, it overrides personalized email replies and aliases. The Reply From address is the same address that the email was sent to. Does that answer your question?

  • Avatar
    Helle Buhl

    Hi

    I have just switched on personalized email, because I like that the customers can see right away the agents name, but I have a question.

    Is it possible to switch so that the name of the e-mail eg. Max Manus Helpdesk is first ?

    Instead of "Helle Buhl (Max Manus Helpdesk)" it is "Max Manus Helpdesk (Helle Buhl)".

    The reason why is that then it would be easier for the customer to search for e-mails from Max Manus Helpdesk.

     

  • Avatar
    Khoa Le

    Hi Helle,

    That part of the email is determined by agent's name and the name of your Zendesk. The format is as follow: Agent_Name (Zendesk_Name).

    Unfortunately, this format cannot be changed.

  • Avatar
    Jake

    Is there a way to accept incoming email from multiple alias emails like: jake.p@segment.io, peter.r@segment.io, etc. but when we reply they should all come from our standard support email (friends@segment.io) ? Those aliases are used for automated campaigns, but often other agents will be replying so I don't want Bob to reply with a from email of peter.r@segment.io.

  • Avatar
    Klaus Gotthardt

     

    Hello Jake,

    Yes this can be done. If you are permanently forwarding from the aliases, as above, I would recommend that they are not set up as users in your Zendesk account, as this could create an email loop.

    So, set up the forwarding from the above aliases. Then make sure that you activate the option "Accept wildcard emails" under "Admin" > "Channels" > "Email". Make sure that none of the forwarding aliases is set up as a "Support Address" under "Admin" > "Channels" > "Email" in your Zendesk account.

    I hope this helps.

     

  • Avatar
    Barış BIÇAKCI

    Hi,

    Lately, our triggered emails (such as an auto email reply to the requester is sent when a new ticket is created)  are sent not by our default support address (which is helpdesk@ourdomain.com), rather they are sent by support@ouraccount.zendesk.com which is not the default support address. Because of this, if the requester replies to that auto triggered email to update his ticket, conversation continiues to take place between the requester's email and support@ouraccount.zendesk.com. So that we can no more see requester's emails in our email helpdesk@ourdomain.com. This has been started to occur for the last couple of months. Before that, everything was perfect. I'm pretty sure that we did not chance any settings in zendesk lately. Is there anything that we can do about this?

    Here is our setup.

    Support request arrives to our email heldesk@ourdomain.com

    helpdesk@ourdomain.com forwards the email to support@ouraccount.zendesk.com

    default suport address in zendesk is helpdesk@ourdomain.com

    Accept wildcard emails is active in zendesk settings

    Personal email replies is passive in zendesk settings

  • Avatar
    Krijn Faber

    Hi Barış,

    As I think your issue requires a bit more communication back and forth between us I have created a ticket for you where we can further look in to this issue. :-)

     

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