Do I need a new Zendesk support email for each external address I connect?

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8 Comments

  • Dave Rochester

    But is it possible to forward an external email address to a specific Zendesk support address.  For instance, I want xyz@mycompany.com to forward specifically to xyz@subdomain.zendesk.com instead of support@subdomain.zendesk.com so that I can create a Trigger to assign the ticket based on the Receive At condition.

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  • Brett - Community Manager

    Hi Dave,

    Yes you can forward and external email address to any Zendesk Support Address you have configured under Admin>Channels>Email. Additionally, as long as you set up these external email addresses as support addresses in your account they should be listed under your Triggers Received at condition.

    Let us know if you have any other questions!

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  • Jiri Novak

    Hi Brett,

    I have exactly same issue. I have 2 external addresses I want to map into 2 internal addresses. I do not see any option.

     

    a. created 1st internal address support@blablamycompanyname.zendesk.com, external address and setup DNS etc.. all green and works

    b. created 2nd internal address hr@blablamycompanyname.zendesk.com, when I try to create 2nd external address, i am told during the setup to map it to 1st internal address support@blablamycompanyname.zendesk.com and I cannot change it

    basically I want very clean separation and clean email responses coming from 2 external email addresses

     

     

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  • Brett - Community Manager

    Hey Jiri,

    That's definitely odd :-/

    Even thought it tells you to forward to the first Zendesk address can you try forwarding to the 2nd one instead and see if it will allow for you to go through the process?

    Let me know!

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  • Jiri Novak

    I just received a support email #4346698 stating I cannot map 2 external email addresses into 2 internal email address, all have to be mapped to support@blablamycompanyname.zendesk.com which is very surprising and very disappointing

     

    "I am afraid that it is not possible to forward to different internal support address instead of system support address. If you use external address, you would need to forward your external address to support@blabla.zendesk.com"

     

     

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  • Brett - Community Manager

    Hey Jiri,

    I just did some testing on my end and it while the pop-up screen asks that you point the forwarding rule to your default Zendesk address, you should be able to instead forward to the secondary Zednesk address you've created and just hit next. I've tested this with Gmail and can confirm that the forwarding has been verified after setting this up. I also sent a test email to this external address and a ticket has been generated in my account.

    After you've set up the forwarding rule just hit next on the pop-up screen and you should receive an email with a verification code/link to verify the forwarding rule. Keep in mind that this may not be a supported workflow so if you run into any issues you may need to troubleshoot on your end.

    Let me know if you have additional questions for me.

    Thanks!

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  • Jiri Novak

    This is fantastic! It works... and even for Google Groups

     

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  • Brett - Community Manager

    Happy to help Jiri :)

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