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.
- In the Support addresses section, select Add address > Connect other.
- Type the email address in the text field.
- Select the Yes, I have forwarded this address... check box.
- Click Next.
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.
11 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!
Is it possible to add distribution list as cc as replying ticket?
HI Kyler, it is possible to add distribution lists as CC to your tickets as we send them the same way we would send to any other address. We just don't recommend using them in conjunction with Zendesk :)
Can I add a Google group/distribution list as a Requester? If CC works, I'd assume it'd work for Requester too for the outbound email. What happens to incoming responses?
Using a Google Group as a support address is not officially supported, but there are some instructions (and a caveat) here: How do I use Google Groups as a support address?
Hi @..., thank you! I looked at the article- it speaks to using GG as a support email address. I wanted to know if I can create a new ticket and send it to a google address instead of an individual mail ID.
Hi, we use a Google Group to forward emails to our support site and that group address has an alias. When I send emails to the alias, they get forwarded to Zendesk and Zendesk clearly recognizes that the email came from the alias address in the ticket events. Is there any way then to create a trigger etc that recognizes that an email was sent to the alias and not to the original email?
There appears to be a glitch with the introduction of simplified messaging and/or the new SPAM filtering that has broken google groups seamlessly working with zendesk.
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