Which support address are email replies sent from?

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26 Comments

  • Alicia Barrett
    We use "Select an Address” so we can choose which email we want to send from. 
     
    When I create a ticket, it initially uses support@risklyze.com (which is the default), but after I write a public message or internal note and hit submit as new, it defaults to academy@riskalyze.com
     
    However, when I email my personal email even though it says academy@riskalyze.com, it still shows as coming from Support@riskalyze.com.
     
    I do have a quick video demonstration of this, but since this is a public forum, not sure if it's wise to share. 
    1
  • Michel
    Zendesk team member

    Hello Alicia, 

     

    It would be indeed interesting for us to have a video of this to see what is happening. Would you mind us pulling this into a ticket and talk this over via email? 

    You can send us an email at support@zendesk.com with this video so we can take a look at this together.

    Thank you.

     

    Michel 

     

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  • Sean Starwind

    Will this app also affect the from address for an email notification being sent by a trigger?

    Or will it only apply to the update notification that is sent from a public reply being made?

    0
  • Andrew Sithers

    I'm seeing similar to @Allacia - the reply-to email address is correct, but it's picked my name to be shown alongside.  Changing the name in email > support addresses, just puts the name in parens after my name.

    Any idea why I was chosen as the lucky one?  Alphabetical by first name?

    1
  • Nicole Saunders
    Zendesk Community Team

    Hey Andrew - 

    First off, welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    With Alicia's account we had to get into some specifics, so I'm going to create a ticket for you so that we can better troubleshoot this issue. Look for an email from me shortly. 

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  • Barry Casebeer

    Hi there,

    I am seeing behavior similar to Alicia & Andrew. Our default address is team@foreflight.com, yet we often see emails sent to that email address in our primary customer support view automatically select aisupport@foreflight.com or flightsafety@foreflight.com.

     

    Can you provide any insight as to how to set default email addresses for each view that we have created?

     

    Thanks!

    1
  • Nathalie Rey

    Hi Barry,

    I believe your issue is related to receiving emails instead of outbound emails and in this case I would like to review this further with you on a ticket. I have created a ticket for you and will be happy to look at this further with you!

    -1
  • Donato Dileo

    Hi,

     

    is someone knows how I can automatize the changing "email from" ?

     

    I'd like to set-up a trigger in this way

    - Ticket is Created

    - Change email from => myemail@domain.com

    Where email "myemail@domain.com" is already as "default" in Zendesk Email system default

    3
  • omid

    Hi, 

     

    I do have the same question as Donato. We would like to automatically pick a different "from address" based on the value of a custom field or user's locale. 

     

    Thank you

    4
  • Santiago Massano

    I am also experiencing an issue that is annoying in regards to the Select and Address App.

     

    When customers submit a support ticket via our web widget on our website, the Select an Address app defaults to the address that is first in alphabetical order from all of our e-mail addressess, instead of defaulting to my selected default address for Zendesk.

     

    This is annoying because every time I respond to a web widget inquiry I have to remember to change the address on the Select Address App, and the confirm the change that was made over by the requester section, and only then click submit, This takes time, reduces productivity and is prone to creating mistakes as if I forget the customer will get an answer from the wrong e-mail address and their response might be filtered to the wrong folder.

    The select an address app should always use the default Zendesk address by default no matter how the ticket was created.

    1
  • Brett Bowser
    Zendesk Community Team

    @Donato and Omid, I'm afraid there's no way to automatically change the received from address outside of creating a custom script and using our API tickets object . Or you'll need to have your agents use the Select an Address to manually change this.

    @Santiago, thanks for sharing your feedback! I agree, it would make sense for the default support address to display first within this drop-down menu. I'll pass your feedback along to the appropriate team :) 

    Cheers!

    0
  • Francesca Di Benedetto

    You may want to try this app https://www.zendesk.com/apps/support/reply-from/ to automatically change the email based on the group / brand of a ticket

    3
  • Stephen Trejo

    I'm having a hard time with this one. Either I'm not understanding it correctly, or something isn't working right here.

     

    So we have two addresses. Support@ and Boarding@ they're both forwarded into zendesk and create tickets correctly, but when I reply to boarding@'s tickets, the notification that is sent out is sent from the support address, instead of boarding

     

    Is there some step I'm missing here? Or is the implication in this article, that emails sent from cases should send from the email they were originally received through, misunderstood by me here?

    1
  • Brandon Tidd
    Community Moderator

    Hi Stephen Trejo

    I would double check to make sure that the emails are routing in the tickets "via" the correct address:

    If this is displaying as boarding@, then the public reply should come from boarding@.
    It is possible that the way your mail client is handing off the email to Zendesk, something is getting missed.

    Generally speaking though, public replies should carry forward the email address they were originally received through.

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  • Jesper Grann Laursen

    Brandon Tidd I guess Stephen Trejo was trying to say, was that if a client are using the webform for boarding@ it still get the default address, which is set to support@

    We have the same issue. When a ticket is received using a webform, the "from address" is always set to default. 
    There must be a way to overrule that setting. 

    As mentioned in the answer at the top it uses API Ticket object, but I can't find anywhere how to set those settings using a webform.

    1
  • Brandon Tidd
    Community Moderator

    Hey Jasper,

    In that case I would recommend using the option to notify external targets.

    https://support.zendesk.com/hc/en-us/articles/203662136-Notifying-external-targets

    In this case the external target is the desired email address - thus bypassing the default address.

    Hope this helps!

    Brandon

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  • Andrew Paterson

    Hi Brandon, would you be able to provide more guidance on how to do this specifically for changing the support address on a specific ticket please? Based on your post above regarding Notifying External Targets please?

    Thanks in advance,

    Andrew

    0
  • Brandon Tidd
    Community Moderator

    Hey Andrew Paterson

    What you could do is setup a trigger that looks for a specific tag, for example "email_a"
    Then, by way of a custom field, you could add that tag to a ticket, such as a checkbox.

    That way, when a support agent clicks the checkbox, the tag email_a is added to the ticket and the appropriate trigger fires.  Don't forget to nullify your other triggers against this so your end-user doesn't get double-notified.  

    Alternatively, you could use the Select An Address app.  Hope this helps!

    Brandon

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  • Andrew Paterson

    Thanks Brandon Tidd really appreciate your quick response. However I was wondering if you could help with setting up the the external target, in this case a URL target, and specifically the syntax for URL itself and the Attribute Name to do this as I can't get it to change the recipient value. I need the support address to change immediately on creation of the ticket (so before an agent even sees it) so that the automated response to the end-user goes from the correct address. Thanks again!

    Andrew

    0
  • Brandon Tidd
    Community Moderator

    Hey Andrew Paterson -

    Since external targets are run off of Triggers, which are executed on Ticket submission, I'm not sure that it's possible to have this update in the system UI.  That said, if you move your Trigger further up in your Trigger list, you should be able to have it run ahead of the notification being sent.  It's possible one of the other moderators might be able to assist more with this.  

    Here's information regarding the Support Addresses API: https://developer.zendesk.com/rest_api/docs/support/support_addresses

    Hope this points you in the right direction!

    Brandon

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  • Kay
    Community Moderator

    Hey Andrew, 

    This is possible technically, but it won’t always work.
    9/10 times the time for the target to finish takes longer than the execution of later triggers.

    This is how a target and a trigger like that should look like.

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  • Andrew Paterson

    Thank you Brandon Tidd and Kay. I have got it working but you are right in that the subsequent triggers run before the target executes! It does help me in some use cases though. Thanks again for your help, much appreciated.

    0
  • Korak P

    Hi Andrew,

    Here is a solution that will always work:

    • In addition to what Kay described above, we will add a second "Notify target" action to add  a tag to the ticket. We use a target to add a tag instead of "Add tags" action so that tag addition does not happen before the recipient is updated.
    • We can modify the ticket creation notification trigger to run on ticket update because we are adding the tag which is updating the ticket. This trigger will check for the tag added in the previous step. We will remove the tag after the email is sent so that subsequent updates to the ticket does not trigger this email.

    Below screenshot shows the target and trigger configuration in addition to what Kay described above.

     

    Hope this helps.

    Cheers,

    Korak

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  • Patrick

    With your work around Korak P, would we be in danger of hitting the API Update Ticket rate limit? We don't usually get more then maybe 10 tickets in a hour, but during holiday surges we have repeatedly hit ~30 per minute for a multiple hours as people rush to contact us last minute.

    Unfortunately, those tickets are mostly generated via one of the Received At addresses I want to use your work around with.

    From my limited understanding of how the API works, the Rate Limit for ticket updates is 100 per minute per account, or 30 per 10 mins per user. Do you know which limit would apply for your workaround? I assume it is the Account based limit, but I wanted to see if you had any idea.

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  • Dave Dyson
    Zendesk Community Team

    As a reminder, using a target to update the same ticket that a trigger is already operating on is not supported by Zendesk. It can work, some or most of the time, but there is always a chance that the operation will fail: Can I use a trigger and a target to update tickets?

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  • Patrick

    Dave Dyson, I am aware. Unfortunately, a lot of common sense features aren't supported by Zendesk. In this case, Zendesk gives me no other option to automatically change the sending address of a ticket after it is created. This workaround is the only way to do that to my knowledge that doesn't require us to pay extra money for an app.

    Forwarding into a support address is not an option for this channel, so tickets must be automatically created by an {{email}}@{{company}}.zendesk.com address. Except we don't want end users to SEE that address when we respond to them. We don't want end users generating tickets directly off that channel.

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