Installing and using the Select an Address app

The Select an Address app allows admins and agents to change the default support address associated with a ticket. This allows for greater personalization of outbound messages, as well as easier routing of inbound tickets to appropriate groups.

This article contains the following topics:

• Installing the app
• Configuring the app
  • Configuring default email addresses
  • Configuring allowed email addresses
• Using the app
• Release Notes

Installing the app

The Select an Address app is installed from the Zendesk Marketplace. 

To install the app

1. Click Admin () in Zendesk Support, then select Apps > Marketplace. Enter "Select an Address" in the search bar at the upper right of the page. Or, simply follow the marketplace link above.
2. Click on the Select an Address app icon, and click Install.
3. In the installation section, enter a name for the app.
   
4. Choose the plan you would like to use.
5. If you are using the Basic plan, set up the default and allowed addresses by group (see Configuring the app below for instructions). 
6. Enable group and role restrictions if required.
7. Click Install.

The app settings can be changed after installation by navigating to Admin > Apps > Manage, and under the Currently installed tab, click the Select an Address app dropdown options, and select Change settings.

Configuring the app

If you are using the free plan, select the checkbox to always set the email address to the one that was last used. This overrides any email address set by the brand. This is primarily intended for agents who typically create a large number of new tickets in batches, so that they do not have to change the address with each ticket. 

If you are subscribed to the Basic plan, you can set up default addresses by group, as well as allowed email addresses by group. Any addresses used here must already be listed in the support addresses for your Zendesk instance. These can be found by going to Admin > Channels > Email. New emails can be added by clicking Add address.

Configuring default email addresses

In the Default address for groups box, use a JSON format to specify different default email addresses for each group. In the following example, agents in Group A would see [e-mail] as their default email address, while agents in Group B would see [e-mail] as their default email address. Make sure to include the opening and closing curly braces, quotes around each item or set of items, and commas between each group.

{"Group A": "[e-mail]",
 "Group B": "[e-mail]"}

Configuring allowed email addresses

In the Addresses by group box, use a JSON format to specify the allowed email addresses for each group. In the following example, agents in Group A would see [e-mail] and [e-mail] as the email addresses available for their use in support emails. Agents in Group B would see [e-mail] and [e-mail] as the email addresses available for their use. As you can see from the example, the same email address can be used for more than one group. Make sure to include the opening and closing curly braces, quotes around each item or set of items, and commas between each group.

{"Group A": "[e-mail], [e-mail]",
 "Group B": "[e-mail], [e-mail]"}

Configuring grouping addresses by brand

To group your addresses by brand, select the Group email address by brand checkbox.  When turned on, the selection box in the app first displays the brand then email addresses allowed for that brand.

Using the app

When choosing an address to appear as the "from" address on a support ticket, choose the appropriate email address in the dropdown of the app. Default email addresses will be prefaced with the word Default.

Release notes

Version 2.2.1 - 2020-08-14

• Fixed an issue on the free plan where the already default address was being set again when creating new tickets.

Version 2.2.0 - 2020-08-12

• Added the ability to group email addresses by brand for better visibility and ease of use for large amounts of email addresses and brands (Basic Plan).

Version 2.1.7 - 2020-04-16

• Fixed an issue where emails sent to a wildcard email were defaulting to the first address in the list rather than the brand default.

Version 2.1.5 - 2020-04-16

• Fixed an issue where the Addresses by Group setting also had to be used in order for the Default Address for Groups setting to work.  Now a list of defaults can be set without having to use the Addresses by Group.  All emails available will be displayed