Can I use an external support address that is not added under Admin icon () > Channels > Email? I set up email forwarding on my email server and tickets are successfully coming into my Zendesk.
You can use an external support address that is not added as a support address in your Zendesk. However, this setup is not recommended for the following reasons.
- The external support address may be added as a CC'ed end-user to all of your tickets. This can be confusing for agents.
- Notifications are not sent to customers from your external support address (firstname.lastname@example.org). Instead, they are sent from your default Zendesk address (email@example.com).
- You are unable to use the Ticket: Received at trigger condition with your external support address.