Can I use an email alias, distribution list, or Google Group as a support address?

Question

Can I use an email alias, distribution list, shared mailbox, or Google Group as a support address?

Answer

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

To connect these configurations, see To add an external support address in Zendesk.

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, which causes Sender Policy Framework (SPF), DomainKeys Identified Mail (DKIM), or Domain-based Message Authentication, Reporting, and Conformance (DMARC) issues.
• Fickle nature of email processing. Email behavior can vary based on the processor and parameters, which highlights the need for a direct and simple pathway.

Note: Zendesk highly recommends the use of standard email addresses for maximum deliverability. Unsupported configurations like these can cause issues that an admin can't troubleshoot. If you use these options, Zendesk can't help with any problems that arise.

To connect to a Google Group, see How do I use Google Groups as a support address?