Question

Is using an email alias, distribution list, shared mailbox, or Google Group as a support address supported?

Answer

Zendesk doesn't support the use of aliases, distribution lists, shared mailboxes, Google Groups, or any non-standard email clients or services due to added complexities of routing and issues with troubleshooting. However, Zendesk recognizes that many companies successfully set up and maintain these configurations without issue. Zendesk doesn't block their use.

To connect these configurations

  1. Ensure your email forwarding is set up correctly.
  2. In Admin Center, select Channels in the sidebar, then select Talk and email > Email.
  3. In the Support addresses section, select Add address > Connect other.
  4. Type the email address in the text field.
  5. Select the Yes, I have forwarded this address... checkbox.
  6. Click Next.

While aliases, distribution lists, shared mailboxes, and Google Groups are common, they can introduce unique challenges and complications:

  • Complex routing and troubleshooting: Adding another layer of processing increases deliverability risks due to spam filters or lost emails.
  • Malformation of email headers: Relays can alter email headers, causing SPF, DKIM, or DMARC issues.
  • Fickle nature of email processing: Email behavior can vary based on the processor and parameters, highlighting the need for a direct and simple pathway.
Note: Zendesk highly recommends the use of standard email addresses for maximum deliverability. Unsupported configurations like this can cause issues that Zendesk can't troubleshoot. If you use these options, Zendesk won't be able to help with any problems that arise.

If you want to connect to a Google Group, see the article: How do I use Google Groups as a support address?

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