Enabling personalized email replies Follow

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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. When this is enabled, the end-user's name also appears in the Reply From address in email replies to the agent.

About personalized email replies

A personalized reply is used when an agent add public comments to the ticket (whether or not they are the assigned agent). An agent's name is not used for automatic system reply notifications. The name used in the personalized email reply is the agent's alias, if there is one, or the agent's system name in their user profile.

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.

Personalized email replies work with all of your Zendesk 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.

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.

Note: If you have email pass through enabled, it overrides personalized email replies.

Examples of personalized replies in email addresses

When you have personalized email replies enabled, the replying agent's name or the replying end-user's name is included in the Reply From address in email replies. 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.
  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) and also when end-users reply. The name used in the personalized email reply is the agent's alias, if there is one, or the agent's system name in their user profile.

Have more questions? Submit a request

Comments

  • 0

    Hi there!

    I have some concerns about agent privacy with this feature. In the case of agents who would not like their last names released via email, can we have an option to choose between Zendesk user profile names and aliases for this feature?

    Thanks!

    Edited by Travis Fishbein
  • 0

    Hey Travis!

    If you're on the Professional or Enterprise plan, you can make use of our Agent Alias feature. Adding an alias to the agent profile will ensure that their full name won't be displayed in email notifications.

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