Question
Is using an email alias, distribution list, shared mailbox or Google group as a support address supported?
Answer
We do not support the use of aliases, distribution lists, shared mailboxes, Google groups or any non-standard email clients/services at this time, due to added complexities of routing and issues troubleshooting. We highly recommend the use of standard emails over these options to ensure the maximum deliverability of your emails.
However, you still have an option to connect them if necessary.
To connect them, follow the steps below:
- Ensure your email forwarding is set up correctly.
- In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
- Use the Connect other option at the bottom of the menu.
Note: If you choose to use these options, Zendesk cannot assist in troubleshooting any issues due to being unsupported.
If you want to connect to a Google Group, see the article: Using Google Groups as a support address.
3 Comments
I plan to set it according to this article, but I accidentally set the distribution list that should be registered from "Connect Others" as an external support address.
In this case, when I add it from “Connect Others”, will it be automatically removed from the external support address? Do I have to delete it before adding it as another connection?
I would appreciate it if you could teach me. Thank you very much.
If you're trying to connect a distribution type of email, this article (https://support.zendesk.com/hc/en-us/articles/4408833816218) gives you an overview of how it's supposed to be configured in your email host side. Essentially, the distribution email should only contain Zendesk-owned support address and nothing else. If your mail host supports removal of the footer in Group emails, I suggest that you do that too. Cheers!
Hi, Ronald! Thank you for your kind response. I will try it that way. Have a good day!
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