Forwarding your incoming support email to Zendesk using Outlook/Exchange

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9 Comments

  • Wilfred Kaw

    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 authenticate]

    1
  • Eldien Hasmanto

    Hi Avi,

    I'm try to forwarding from our Microsoft Exchange to Zendesk email by following the above article. The ticket was created when we received email in our internal email.

    But the problem is when we reply from Zendesk Support, the sender email address is from Zendesk email address not from our internal email address. Is there something that I need to check ?

    thanks,

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  • Jessie - Community Manager

    Hi Eldien!

    Do you meant that it's coming from support@yourcompany.zendesk.com, instead of support@yourcompany.com?

    If that's the case, go to your Admin settings > Channels > Email and make sure that the correct email is set as the default. The default email address there will be the one that shows as the "from" address in your ticket responses. You can find more info on that here.

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  • Eldien Hasmanto

    Hi @Jessie, noted. Thanks

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  • Ashley Doyle

    Hi there Avi / Community Team/Support,

    The link provided at the end of the article (https://support.zendesk.com/entries/22416901-forwarding-email-with-hosted-exchange-using-outlook-macro) links to a page with:

    oops

    You're not authorized to access this page

    Take me back to the home page

     

    I am logged in when I try to access this page so not sure why the error comes up.

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  • Nicole - Community Manager

    Hey Ashley - 

    Apologies, that article has been archived as it's no longer current. We'll be sure to change the link in the article. 

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  • Ashley Doyle

    Thanks for the update Nicole.

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  • Emily Hillermann

    We auto-forward emails from our outlook accounts into Zendesk.  Is there a way to maintain the same formatting that we see in Outlook when the email comes into Zendesk?  We have some retail customers who send in emails with columns and boxes, however when the email goes into Zendesk, the formatting is lost and all the information is jumbled.  

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  • Amie Brennan

    Hi Emily,

    Thanks for touching base with us on this. There's a setting within the Email settings of a Zendesk which allows for rich content such as tables etc to come through correctly formatted on the ticket. Are you able to please check to see if this setting it enabled in your account? If it's not, you'll need to enable it so this works for you as expected from there. 

    To enable rich content tickets

    1. Click the Admin icon in the sidebar, then select Channels > Email

    2. Beside Rich content in email, check the Enable to enable the option.

    3. Click Save.

     

    After this is enabled, send through a new test ticket from there with a table on it to check that it appears correctly on a ticket for you from there. This should do the trick for you from here with this. :)

    Best.

    Amie

    Amie Brennan | Chief Unicorn Wrangler | Senior Customer Advocate - Tier 1 | support@zendesk.com

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