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. What advantages are there to adding the external support address in Zendesk?
Yes, 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 will be added as a CC'ed end-user to all of your tickets. This can be confusing for agents.
- Notifications will not be sent to customers from your external support address (firstname.lastname@example.org). Instead, they will be sent from your default Zendesk address (email@example.com).
- You will be unable to use the Zendesk "Ticket Received At" trigger condition with your external support address.