The Select an Address app allows admins and agents to change the default support address associated with a ticket. This allows for greater personalization of outbound messages, as well as easier routing of inbound tickets to appropriate groups.
This article contains the following topics:
Installing the app
The Select an Address app is installed from the Zendesk Marketplace.
To install the app
- On the Select an Address app listing on the Zendesk Marketplace, click Install.
- Select the Zendesk account to install the app, then click Install.
- In the Installation section, enter a name for the app, and select configuration options.
- Enable group and role restrictions if required.
- Click Install.
The app settings can be changed after installation by navigating to Admin > Apps > Zendesk Support Apps, and under the Currently installed tab, click the Select an Address app dropdown options, and select Change settings.
Configuring the app
Select the checkbox to always set the email address to the one that was last used. This overrides any email address set by the brand. This is primarily intended for agents who typically create a large number of new tickets in batches so that they don't have to change the address with each ticket.
You can also set up default addresses by group, as well as allowed email addresses by group. Agents can select from these email addresses in the Select an address app drop-down field in the sidebar of the ticket (see Using the app). The email addresses displayed in the sidebar reflect the group of the agent currently working the ticket.
Any addresses used here must already be listed in the support addresses for your Zendesk instance. These can be found by going to Admin Center > Channels > Email. New emails can be added by clicking Add address.
Configuring default email addresses
In the Default email address for groups box, specify different default email addresses for each group in JSON format. In the following example, agents in Group A would see email1@example.com as their default email address, while agents in Group B would see email2@example.com as their default email address. Make sure to include the opening and closing curly braces, quotes around each item or set of items, and commas between each group.
{"Group A": "email1@example.com",
"Group B": "email2@example.com"}
Zendesk checks the current agent's groups to determine which email addresses to display. If the agent is part of multiple groups, the app uses the agent's default group for the mapping of the default address for new tickets created directly in Support. If no address is associated with the agent's default group, the first address, alphabetically, will be used from any of the other agent's groups.
The agent's default group will also be used if an existing ticket with a New status is opened by the agent. To apply this mapping to all open tickets, see the section: Applying default email address to all open tickets.
Configuring allowed email addresses
In the Email addresses by group field, specify the allowed email addresses for each group in JSON format. Zendesk checks the current agent's groups to determine which email addresses to display.
In the following example, agents in Group A would see email1@example.com and email2@example.com as the email addresses available for their use in support emails. Agents in Group B would see email2@example.com and email3@example.com as the email addresses available for use. As shown in the example, the same email address can be used for more than one group. Make sure to include the opening and closing curly braces, quotes around each item or set of items, and commas between each group.
{"Group A": "email1@example.com, email2@example.com",
"Group B": "email2@example.com, email3@example.com"}
Configuring grouping addresses by brand
To group your addresses by brand, select the Group email address by brand checkbox. When turned on, the selection box in the app first displays the brand then email addresses allowed for that brand.
Disabling automatic selection of address for certain groups
To turn off the automatic selection of addresses for agents in certain groups, enter a comma-separated list of group ids. This can be useful for Admins if they just want to go in and review a ticket set with a New status but not update the address.
Applying default email address to all open tickets
If you select the Apply email to group mapping on all Open tickets checkbox, the mappings from the Default address for groups setting will apply when an agent views and saves any ticket with an Open status.
Note: If the group isn't defined, then the app will use the default email address for the brand and not the prior email address.
Using the app
When choosing an address to appear as the "from" address on a support ticket, choose the appropriate email address in the dropdown of the app. The email addresses that appear reflect the allowed addresses you've configured for the current agent's groups (not the groups of the assignee). Default email addresses are prefaced with "Default:".
Proactive tickets
The Select an Address app will satisfy the Received at condition in business rules while creating proactive tickets. For more information, see the article: Trigger conditions and actions reference.
Limitations
The app does not work on side conversations.