Email resources

You have a lot of flexibility in how you use email in Zendesk Support. The email channel works out of the box with no setup necessary. But if you like, you can configure it to make it work the way you want. 

This page lists resources for configuring and using the email channel with Zendesk Support to meet your goals. The following resources are available:

• Documentation
  • Setting up
  • Using other email addresses to receive tickets
  • Formatting and customizing your emails
  • Changing the messages of email notifications
  • Managing email access
  • Managing tickets with email
  • Managing spam and suspended tickets
  • Using CCs and followers
• Community and Support tips
• Support tech notes

Documentation

Setting up

• Getting started with email Part 1: How the email channel works
• Getting started with email Part 2: Incoming email support requests and notifications
• Getting Started with email Part 3: Outgoing email notifications
• Getting Started with email Part 4: Understanding and troubleshooting common email channel problems
• Adding support addresses for users to submit tickets

Using other email addresses to receive tickets

• Using variations of your Zendesk address
• Forwarding incoming email to Zendesk Support
• Passing an email to your support address
• Forwarding your incoming support email to Zendesk using Yahoo
• Forwarding your incoming support email to Zendesk using Outlook/Exchange
• Setting up Zendesk for Microsoft Outlook integration
• Forwarding your incoming support email to Zendesk using Gmail/Google Apps (external link)
• Enabling automatic ticket creation for your Gmail inbox
• Allowing Zendesk to send email on behalf of your email domain

Formatting and customizing your emails

• Customizing templates for your email notifications
• Using the email template with multiple brands
• Enabling formatting options for agents
• Disabling rich content in incoming emails
• Enabling personalized email replies
• Adding an agent signature to ticket email notifications
• Adding an agent alias
• Digitally signing your email with DKIM or DMARC
• Customizing the welcome email and the account verification email

Changing the messages of email notifications

• Editing and cloning triggers
• Editing and cloning automations
• Changing the system-generated registration and welcome email
• Using placeholders
• Using Liquid markup to customize comments and email notifications
• Troubleshooting email notifications

Managing email access

• Permitting only users with approved email addresses to submit tickets (setting up a restricted Zendesk)
• Configuring CC permissions and notifications
• Copying (CC) and @mentioning someone else on a ticket
• Using the allowlist and blocklist to control access to Zendesk Support

Managing tickets with email

• Setting up to provide email-only support
• Using the Mail API to update ticket properties from your inbox
• Passing an email to your support address
• Viewing the HTML and original source for incoming tickets
• Archiving ticket email notifications (Enterprise)
• Detecting an end-user's language from an email message
• Automatically adding users to organizations based on their email domain
• Using the Mail API to update ticket proterties from your inbox
• About mail loops and Zendesk email

Managing spam and suspended tickets

• Understanding and managing suspended tickets and spam
• Tips for combating spam and protecting your business
• Setting up suspended ticket notifications
• Causes for ticket suspension
• Guidelines for reviewing suspended tickets
• Viewing, recovering, and deleting suspended tickets
• Authenticating incoming email using DMARC
• Understanding the sender authentication flag

Using CCs and followers

• CCs and followers resources

Community and Support tips

• How to use Google apps email address and your own domain with Zendesk (Community tip)
• A better email template for Zendesk (Community tip)
• Out of Office Trigger (Community tip)
• Routing emails based on company domain using triggers and groups (Community tip)
• How to email agents with the ticket number in the subject line (Community tip)
• Setting up an unformatted email template (Support tip)
• Changing your email template content fonts (Support tip)
• Using CCs effectively in Zendesk (Support tip)
• Common issues with email deliverability (Support tip)
• Make your emails stand out by adding a sender avatar (Support tip)
• Using single sign-on (SSO) to customize your end-users' knowledge base, email templates, and ticket forms (Support tip)
• Notifying external email addresses (Support tip)
• Making your email notifications simpler and more meaningful
• Using liquid markup to reveal CCs in a notification email
• Send out different notification messages using liquid