You can receive support requests at an Outlook email account, and forward it to your Zendesk email address.
If you're using another email client, see Forwarding your incoming support email to Zendesk.
This article contains the following topics:
Forwarding email from Outlook.com
Zendesk Support cannot guarantee performance if Outlook.com is not functioning correctly.
To set up forwarding from your Outlook.com mailbox, follow the instructions in Turn on or off automatic forwarding in Outlook.com on Microsoft's website.
You also need to add your external email address as a support address in Zendesk. See Adding support addresses for users to submit tickets. When you add your support address, your email will be verified and you'll know whether you've set up email forwarding properly.
Optionally, you can edit or create an SPF record to verify that Zendesk can send email on behalf of your email server. See Setting up SPF for Zendesk to send email on behalf of your email domain.
Forwarding email from Microsoft Exchange
To forward email to Zendesk using Outlook hooked in to an Exchange server, you can set up a redirect rule. To do so, follow the instructions in Microsoft Outlook: Automatically forward my messages to another e-mail account.
- Create a contact in Active Directory called Zendesk Support with the email address firstname.lastname@example.org.
- Enable forwarding on email@example.com in the user properties in Active Directory.
For detailed instructions, refer to How to configure a mailbox to forward mail to a mail-enabled contact.