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Installing and using the Select an Address app



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Kristie Sweeney

Zendesk Documentation Team

Edited Feb 20, 2025


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44 comments

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Gab

Zendesk Customer Care

Hi Max, 
 
I'm afraid that there is no feature that will set the default from address based on the group the ticket is currently in. 
 
However, I do agree that it would be a nice feature to have. I encourage you to create a new post in the General Product Feedback topic in our community as conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
 

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Gab

Zendesk Customer Care

Hi Ash, 
 
Thanks for the recommendation! 

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We are actually using it. However, it does not fully work. Most of my agents are in multiple groups and write a lot of pro-active tickets. (Creating a new ticket instead of replying to an incoming one). Setting the from address based on the group the ticket currently is in for pro-active tickets is not possible without selecting it manually. Other than that it works really well. :) 

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If an agent is creating a new outbound email (ticket), not a response to an existing or inbound ticket, how do you get the Select An Address feature to work?  We have it set up and it works fine on an inbound ticket but if creating a new, it does not present itself.  We added this to insure that the outbound email address was from the correct email address for that agent.  

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Gab

Zendesk Customer Care

Hi Rhonda, 
 
The Select an Address app is only applicable to inbound tickets, unfortunately. 
 
I found a third-party solution that allows you to select the address for a proactive ticket: Select Email Sender Address
 
Please note that we have not used or tested any of these services. If you use or have used any of these services, feel free to share your experiences in the comments section of this article.

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I see that it's possible to set a default email for a group. Is it possible to set a default email for a user? If not, is that feature coming in the future?

I also have a question about setting a list of email addresses allowed for each group. If we have Group A, B, C, and D, but only set emails for Groups A an B, do Groups C and D continue to see all the emails available?

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Hiedi Kysther

Zendesk Customer Care

Hi Linley,

Currently, it's not possible to set a default email per user. If this is something essential to your workflow, you can post this as a feature request here

And, yes - Groups C and D will continue to see all emails available. But the "FROM" support address their end-user's will see will be the support address the emails were sent TO. For example, I sent an email to xyz@support.com, ticket belongs to Group C, when agent replies the FROM email will show as xyz@support.com. For reference: Which support address are email replies sent from? 

Hope this helps! 

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Is this app covered under the standard Zendesk BAA? Is it therefore HIPAA compliant if configured correctly? Hoping this would be the case, given it is built by Zendesk and not offered natively.

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It would be great to add "allowed email addresses for brands" to this app.

Not only limit on groups, as agents can be part of multiple groups, but also connect it to brand for New tickets.
Maybe a warning if trying to send an email using an address that is not linked to that brand.

What happens sometimes with multiskilled agents is that they forget to change the address when creating a New ticket. Resulting in sending the email from the wrong brand.

This is only a problem when creating new tickets, received ones will default be the correct address.

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Is there a way to disable this notification so it doesn't show after a ticket is open?

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Joyce

Zendesk Customer Care

Hello Adrian,
 
If you configure the setting Disable automatic selection of address for agents in the following groups on the app, this notification will not appear to the agents in the listed groups.

 

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Thanks @..., I think it worked!

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I’m also having the same issue as @Amber Barnes, @Tyler Rutledge, and @Jeremy Watkins. Yet it seems NO ONE has responded/answered about it.


This was the original issue that Amber posted. Anyone have a solution for this as we really don’t want the brand support address being associated to the ticket at the initial submission. 

Ideally having each form being associated with a support address so that when an end user selects a form from the help center it uses that email to send out any initial notifications such as receipt of ticket/request. 

https://support.zendesk.com/hc/en-us/articles/4408830888730/comments/4408848918298

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