Adding support addresses for users to submit tickets Follow

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When you set up Zendesk Support, you have one related email address: support@myaccount.zendesk.com. Emails received at this address become tickets.

You can provide your users with alternative email addresses for submitting tickets. These addresses are known as support addresses. You can add as many support addresses as you need. Support addresses can be either variations of your Zendesk email address or external email addresses. Any email address you want to use to receive support request as tickets (whether it's a Zendesk address or an external address) must be added to your Zendesk as a support address.
Note: If you are adding support addresses for external email addresses, additional steps are required to set up forwarding from your email server to your Zendesk.

For each support address you add, the from address will match the support address the ticket is sent to. For example, tickets sent to help@acme.zendesk.com will reply from help@acme.zendesk.com.

Note: As an alternative to, or in addition to, using support addresses, you can enable end-users to send email to any variation of your Zendesk address, regardless of whether it's as a known support address. For more information, see Accepting wildcard email addresses for support requests.

Understanding the end-user experience

When you add a support address, a preview pane shows you exactly what end-users will see in their email in-boxes so you understand the end-user experience.

What end-users see as the from address depends on whether you are using a Zendesk address or an external email address to receive support requests. Also, using personalized replies changes the way the Reply From looks to end-users.

Using Zendesk email addresses as support addresses

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

Table 1. Examples using Zendesk email addresses
Sent to (address the user sends email to) Reply from (address the user sees in the reply email) Example
support@myaccount.zendesk.com Support address name <support@myaccount.zendesk.com> Acme Support <support@acme.zendesk.com>
Note: If the support address does not have a name, the Reply From looks like this: <support@acme.zendesk.com>
help@myaccount.zendesk.com Support address name <help@myaccount.zendesk.com> Acme Help <help@acme.zendesk.com>
sales@myaccount.zendesk.com Support address name <sales@myaccount.zendesk.com> Acme Sales <sales@acme.zendesk.com>

Using external email addresses as support addresses

If you are using external email addresses, the following table shows what the Sent To and Reply From addresses might look like when users email one of your known support addresses.
Note: For information about using an external email address, see Using an external email domain.
Table 2. Examples using external email addresses

Sent to (address the user sends email to)

Reply from (address the user sees in the reply email)

Example
support@mycompany.com Support address name <support@mycompany.com> Acme Support <support@acme.com>
Note: If the support address does not have a name, the Reply From looks like this: <support@acme.com>
help@mycompany.com Support address name <help@mycompany.com> Acme Support <help@acme.com>
sales@mycompany.com Support address name <sales@mycompany.com> Acme Support <sales@acme.com>

Using personalized replies with support addresses

When personalized replies is enabled, the Reply From address will match the support address it was sent to and it will also include the replying agent's name. The agent's name appears in agent reply notifications only, not system notification emails.

For information about using personalized replies, see Enabling personalized email replies.

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

Table 3. Examples using personalized replies

Sent to (address the user sends email to)

Reply from (address the user sees in the reply email)

Example
support@myaccount.zendesk.com Agent Name (Support address name) <support@myaccount.zendesk.com> Claire Grenier (Acme Support) <support@acme.zendesk.com>
Note: If the support address does not have a name, the Reply From looks like this: Claire Grenier <support@acme.zendesk.com>
sales@myaccount.zendesk.com Agent Name (Support address name) <sales@myaccount.zendesk.com> Ben Gunther (Acme Sales) <sales@acme.zendesk.com>
support@mycompany.com Agent Name(Support address name) <support@mycompany.com> Claire Grenier (Acme Support) <support@acme.com>
sales@mycompany.com Agent Name (Support address name) <sales@mycompany.com> Ben Gunther (Acme Sales) <sales@acme.com>

Adding support addresses

You can add as many support addresses as you need. Support addresses can be either variations of your Zendesk email address or external email addresses.

Your original system support address always appears at the top of your list of support addresses, followed by your default support address, if it's not the same as your system support address. Every time a ticket is created from an email that was sent to one of your support addresses, the verification timestamp for the support address is updated.

This section covers the following topics

Adding a Zendesk support address

Zendesk addresses are variations of your original support address: support@myaccount.zendesk.com. For example, help@myaccount.zendesk.com and feedback@myaccount.zendesk.com. You can add as many Zendesk support addresses as needed.

Note: If you want to add an external support address, see Adding an external support address.
To add a Zendesk support address
  1. Click the Admin icon () in the sidebar, then select Channels > Email.
  2. In the Support addresses section, click Add address, then select Create new Zendesk address.

  3. Enter an address you'd like to use for receiving support requests.
  4. Click Create now.

    The email address is added to your list of support addresses.

Adding an external support address

External email addresses are owned and maintained by you, outside of your Zendesk. For example, support@mycompany.com. If you are adding support addresses for external email addresses, additional steps outside of Zendesk are required to set up forwarding from your email server to your Zendesk.

It is not recommended that you use a distribution group email or an email alias as an external support address.

Note: If you want to add a Zendesk support address, see Adding a Zendesk support address. If you'd like to use our Gmail connector to automatically connect to a Gmail account, see Enabling automatic ticket creation for your Gmail inbox. The Gmail connector is recommended only if you expect low email volume.
To add a external support address
  1. Click the Admin icon () in the sidebar, then select Channels > Email.
  2. In the Support addresses section, click Add address, then select Connect external address.

  3. Enter your existing support email address, then click Go.

    If you'd like to use our Gmail connector instead to automatically connect to a Gmail account, see Enabling automatic ticket creation for your Gmail inbox. This is recommended only if you expect low email volume.

  4. Complete the on-screen steps to set up forwarding on your email server.

    This is done outside of your Zendesk, and the exact steps depend on your mail server. For help, see Forwarding incoming email to Zendesk Support.

  5. After you have set up email forwarding on your sever, click Yes, I finished, then click Verify.

    The email address is added to your list of support addresses, and a test email is automatically sent to that address. A message beside the address indicates that you are waiting for verification.

    If the support address is valid, the message indicates that the address is verified. If you are using an external email address, and have set up forwarding, the test email also verifies that email forwarding is set up properly.

    If the message fails, you be alerted in the notification.

Removing a support address

You can remove any support address, except the original system support address (support@myaccount.zendesk.com), your Gmail connector address (if any), or your current default support address. When you delete a support address, outgoing email notifications will no longer be sent from this address. If you selected another support address as your default (other than your system support address) you can delete that support address if you make another support address the default first.

To delete a support address
  1. Click the Admin icon () in the sidebar, then select Channels > Email.
  2. In Support addresses, hover over the address you want to remove, then click Delete.

    You cannot delete your original system support address (support@myaccount.zendesk.com) or your Gmail connector address, if any. You also cannot delete your current default support address while it is the default (if you selected a support address other than your system support address as your default). To delete that support address, make another support address the default first.

  3. In the confirmation, click Delete address.

    Alternatively, if you do not want to delete the address, close the confirmation box to cancel the action.

    The support address is removed from your list.

Setting a default support address

Remember, when you created your Zendesk, one email address was set up for you: support@myaccount.zendesk.com. This system support address is used as your default support address, unless you change the default.

Your default support address is used as the sending address for notifications when a ticket is created manually, when a ticket is sent directly to your default support address, or when a ticket is created through a channel other than email.

Additionally, the default support address is used as the Reply From address in replies to users when you have the wildcard emails option enabled, and an end-user sends email to an address that is not a known support address.

Note: The wildcard emails option enables users to send email to any variation of your Zendesk address, regardless of whether you've added it as a known support address. To enable, click the Admin icon () in the sidebar, then select Channels > Email. Click Enable for Accept wildcard emails.

You can change the default support address at any time.

To change your default support address
  1. Click the Admin icon () in the sidebar, then select Channels > Email.
  2. In Support addresses, hover over the address you want to make the default, then click Make default.

    The label (default) appears beside your new default address, and that address moves up under your system support address in your support addresses list.

Editing support addresses

You can edit the name of an existing support address, but you cannot edit the email address for an existing support address. If you need to edit the email address itself, delete the support address and add it again.

To edit a support address name
  1. Click the Admin icon () in the sidebar, then select Channels > Email.
  2. In Support addresses, click Edit beside the support address you want to edit.
  3. Add, change, or remove the support address name.
  4. Click Save.

    The updates to your address appear in the support addresses list.

Receiving email at your support addresses 

Emails sent to any of your known support addresses become tickets in your Zendesk. And, if you have enabled wildcard emails (see Accepting wildcard email addresses for support requests), then emails sent to any variation of your Zendesk address, regardless of whether it's a known support address, become tickets in your Zendesk.

Note: If an email containing more than 65,000 characters is sent to your Zendesk, the resulting ticket comment is truncated. This can sometimes happen when an email thread contains many replies, and is forwarded to your Zendesk support address.

For tickets received via email, you can see which address it was sent to at the top of the ticket.

You can set up business rules, views, and SLA policies for tickets sent to your support address by using the "Ticket: received at" condition.

If you have set up multibrand, then the ticket receives the brand associated with the support address the email was sent to (see Adding email support addresses for multiple brands).

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Comments

  • 0

    It would be really nice to have the ability to tie an address to a group so that the address is updated when the group is updated. i.e. Customer sends something to support@, but it really was an accounting issue. When moved to the accounting group we should now be notifying them from accounting@domain instead of support@domain. I can see where some people might not want this, but we should be able to at least set this as part of a trigger. i.e. Trigger would have group x use email address x.

    We also need this when starting an email since the accounting group might need to send a new message to someone and it makes no sense for that to come from a support address.

  • 0

    @Scott - totally agree. This is a major shortcoming. I have multiple support addresses set up (customerservice@, marketing@, ithelpdesk@) all of which are associated with different groups of individuals within the business. To have everyone creating tickets under the default, and no subsequent way of changing that, is highly limiting.

  • 0

    Hey guys!

    While it's not possible to tie a Support Address to a specific group the way you're describing, we do have an app that could be a good solution for the problem you're encountering. You can find more information about that here: Select an Address.

    Bear in mind that this is one of our Zendesk Labs apps, which means it isn't officially supported. But it should get you where you need to go! Hopefully that helps!

  • 0

    Jessie, While I'm glad to see there has been an attempt at allowing us to control the email address, this attempt isn't usable in macros, etc, so it is essentially useless. We have a situation where our agents are creating a lot of tickets on behalf of end users and changing the from address via additional apps is not really a suitable workaround.

  • 0

    Scott is correct. Changing the email address after you've already sent a default message, or adjusting your whole workflow to introduce what is essentially a workaround, is not worthwhile for such a fundamental function of the software.

  • 0

    Hey guys!

    I'd encourage you to post this feedback in our Product Feedback Forum. Our Product Managers take customer suggestions into consideration when planning our roadmap, and this kind of feedback really helps them to understand how people are using Zendesk.

    I was able to find a couple of posts related to what you're talking about here, but this is the one that I think is most relevant: Change sender address when creating a NEW ticket on behalf of the requester. Our Product Managers see all of these posts and comments, so be sure to add your vote and detailed use case.

  • 0

    Thank you for this post. Very helpful.

    Something is not too clear to me.

    When I opened my Zendesk account I created an admin with the main support email address I will be using. In my case info@mydomain.com.
    This causes the same error someone else posted here "Email is in use by a user. Remove it from the user before adding it here" when I tried to add that address as a support address.

    To bypass this issue i changed the admin email address to my personal email, however i noticed that all the LiveChat offline messages (the ones sent when no users are online) are sent to the admin email address.
    Wouldn t it be best if our Zopim Chat is linked to our Support Address rather than the Admin Address?

    E.

  • 0

    @Emiliano -
    Looks like you figured out your issue with your new support address, but just to clarify - an email address can be used for either a user or a support address, but not both.
    As to the second point - take a look at this article from our friends at Zopim:
    https://zopim.zendesk.com/entries/23806751-Receiving-mail-notifications-for-offline-messages
    You can change your log in email on your dashboard: http://dashboard.zopim.com/#Personal/profile. Just click on the "Change your login email address" link below your current Login Email or you can just do it here directly: https://www.zopim.com/account/change_email.

    I hope this helps! If you have any questions just contact us at support@zendesk.com

  • 0

    For those who encounter issues when adding a forwarding from an external email address within Microsoft Exchange, here's a helpful article to view: https://support.microsoft.com/de-de/help/2773786/550-550-5.1.1-or-550-5.7.1-ndr-message-when-an-external-user-sends-an-email-message-to-a-universal-distribution-group. [NOTE: It's possible that you may need to uncheck the box in the Exchange Server properties for the account which required senders to be authenticated]

    Edited by Wilfred Kaw

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