Can I use an external email address to create tickets that is not added under Support addresses? I see that most emails still create tickets when I use this workflow.
You can use an external support address that is not added as a support address in your Zendesk. However, this setup is not recommended for the following reasons:
- The external support address may be added as a CC'ed end user to all of your tickets. This can be confusing for agents.
- Notifications are not sent to customers from your external support address, for example,
email@example.com. Instead, they are sent from your default Zendesk address which looks like
- You are unable to use the Ticket: Received at trigger condition with your external support address.
If you use an external support address without adding it to Zendesk, you will receive a This email address is already used error when you try to add it as a support address. This error occurs because when using this workflow the address is eventually added as an end user account.
To resolve this error, see the article: What does the error "This email address is already used by..." mean?
For more information on how forwarding works in Zendesk, see this article: Forwarding incoming email into Zendesk Support.