| Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus |
| Support | Team, Professional, or Enterprise |
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
Getting started
- Understanding the default email setup in Zendesk
- A complete guide to understanding email in Zendesk - Part 1: How the email channel works
- A complete guide to understanding email in Zendesk - Part 2: Incoming email support requests and notifications
- A complete guide to understanding email in Zendesk - Part 3: Outgoing email notifications
- A complete guide to understanding email in Zendesk - Part 4: Common email channel problems
- Understanding the support address end-user experience
Setting up your email channel
- Testing your email setup
- Adding support addresses for users to submit tickets
- Connecting your Exchange Server to Zendesk (EAP)
- About the Authenticated SMTP Connector
- Setting up the Authenticated SMTP Connector for two-way email relay
- Setting up the Authenticated SMTP Connector for outbound-only email relay
Using other email addresses to receive tickets
- Understanding personalized email replies
- Forwarding incoming email from your existing email address to Zendesk Support
- Accepting wildcard email addresses for support requests
- Forwarding an email message to your support address
- 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
- Decommissioning email support addresses
Formatting and customizing your emails
- Customizing templates for email notifications
- Zendesk email design cookbook
- Setting up an unformatted email template
- Changing your email template content fonts
- Using the email template with multiple brands
- A better email template for Zendesk (Community tip)
- Formatting options for agents
- Disabling and enabling rich content in incoming emails
- Enabling personalized email replies
- Adding an agent signature to ticket email notifications
- Adding a team member alias
- Digitally signing your email with DKIM
- Customizing the welcome email and the account verification email
- Using single sign-on (SSO) to customize your end-users' knowledge base, email templates, and ticket forms
Changing the messages of email notifications
Managing email access
- Permitting only users with approved email addresses to submit tickets (setting up a restricted Zendesk)
- Configuring CC and follower permissions
- Using CCs, followers, and @mentions
- Using the allowlist and blocklist to accept, reject, or suspend email support requests
- Email encryption and private email relay services
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
- Understanding email delivery failures in the Zendesk Agent Workspace
- Workflow recipe: Notifying external email addresses
- Creating organizations
- About mail loops and Zendesk email
Managing spam and suspended tickets
- Resources for preventing and managing spam
- Understanding and managing suspended tickets and spam
- Tips to combat spam and protect 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 (SPF, DKIM, DMARC)
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