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
- In Admin Center, click the Apps and integrations icon (
) in the sidebar, then select Apps > Zendesk Support apps. - Click Marketplace at the top of the page and then enter "Select an Address" in the Marketplace search bar. Or, simply follow the marketplace link above.
- Click on the Select an Address app icon, and click Install.
- In the installation section, enter a name for the app.
- Enable group and role restrictions if required.
- Click Install.
The app settings can be changed after installation by navigating to Admin > Apps > Manage, 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 do not 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. 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 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"}
If an 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 Addresses by group field, specify the allowed email addresses for each group in JSON format. 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 select 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 to 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. 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.
Release notes
Version 2.6.0 - 2021-07-29
- Made the Basic plan features available to the Free plan.
Version 2.5.3 - 2021-05-04
- Bug Fixes
- Fixed an issue on the Basic plan where if Apply email to group mapping on all Open tickets is turned on, the app will set the address to the default of the primary group of the new agent only if that agent doesn’t have the current address listed as one the available addresses they can use.
Version 2.5.2 - 2021-03-26
- Bug Fixes
- Fixed an issue on the Basic plan where sometimes an incorrect default address was being set if the Addresses by group setting wasn't populated.
Version 2.5.1 - 2021-03-25
- Bug Fixes
- Fixed an issue on the Basic plan where a default address wasn't being set if the Addresses by group setting wasn't populated.
Version 2.5.0 - 2021-03-23
- New Feature
- Added a setting to allow for the mapping of default address by agent's primary group to all "Open" tickets.
- Enhancements
- Prioritize user's primary group for the mapping of the email address to group (Basic Plan)
Version 2.4.1 - 2021-03-15
- Bug Fixes
- Fixed an issue where the pulldown wasn't showing addresses till a search occurred.
- Fixed an issue where the "Default to last used email address for new tickets" setting wasn't working on Free plan.
- Fixed an issue where default email address wasn't being set when a brand hasn't been selected.
Version 2.4.0 - 2021-03-10
- Updated the App so that when a new address is chosen the ticket doesn't get updated right away, rather it waits till the ticket is submitted by the agent.
- Updates to Address input box based on Zendesk Garden components
- Bug Fixes
- Fix for loader on app.activated event
- Addressed an issue with autocomplete in the address input
Version 2.3.1 - 2020-10-06
- Fixed an issue where addresses and brands weren't sorted alphabetically
Version 2.2.1 - 2020-08-14
- Fixed an issue on the free plan where the already default address was being set again when creating new tickets.
Version 2.2.0 - 2020-08-12
- Added the ability to group email addresses by brand for better visibility and ease of use for large amounts of email addresses and brands (Basic Plan).
Version 2.1.7 - 2020-04-16
- Fixed an issue where emails sent to a wildcard email were defaulting to the first address in the list rather than the brand default.
Version 2.1.5 - 2020-04-16
-
- Fixed an issue where the Addresses by Group setting also had to be used in order for the Default Address for Groups setting to work. Now a list of defaults can be set without having to use the Addresses by Group. All emails available will be displayed.
39 Comments
I agree with Amber Barnes and Tyler Rutledge. It's problematic to tie this to the group the agent is a part of as opposed to the group the ticket is assigned to. I need to be able to set the from address based on the group the ticket is in. Our agents are actually in multiple groups so the current functionality doesn't work well.
Furthermore, we need some way to update the from address with a trigger. Let me know if this is somewhere on the roadmap.
https://support.zendesk.com/hc/en-us/articles/4408830888730/comments/4408848918298
We also need a solution for this. Can this app be used to set support address that ticket confirmation's come from if the ticket is created via help center form? If not, is there any way to do this?
I want to be sure I fully understand how this app functions before we install it.
1. If a ticket is already assigned to a group, this uses the default group of the Agent interacting with the ticket, NOT the group the ticket is currently assigned to.
2. With Default address for groups and Apply to all open tickets both enabled, any agent who views a ticket will change the sending address to their default sending address, even if all they do is view it. Meaning that it can change multiple times.
If my understanding is correct, then what happens when multiple agents with different default groups are viewing a ticket? Which agent's default sending address is used for the next outgoing message?
Also, in the event that the sending address is changed multiple times across several outgoing messages, what happens on the receiving user end? Will the replies thread correctly within the end user's inbox? when the sending email changes?
What happens if the customer replies to such an email? Will it still thread correctly into the preexisting zendesk ticket without any changes? By changes I mean things like previous sending addresses be added as CCs or something equally silly and problematic.
Will this have any affect on tickets coming from the help center? We want to be able to set the address automatically when someone submits via a certain form. We haver email confirmations to confirm submission is received but it all just sends out via the default address which is becoming problematic. Was hoping this app could help resolve that but seems like the address is only applied once an agent enters a ticket?
Sam - You have to define a default and all the email addresses associated for each group otherwise that group won't see those addresses within Select an Address and will land using your default address. To ease this process we utilize a spreadsheet for the Default and All addresses. This helps format the structure easily and allows anyone to copy/paste the lower rows at the bottom with any new groups or addresses to be added. Since this is JSON, when you are done with edits to the spreadsheet, paste the content into a text editor and remove all tab and paragraph marks. As an extra check, take the raw text and place into a JSON Formatted to make certain the JSON is properly formatted. When it is successful, place the Default and ALL into the correct locations within Select an Address.
Also one last word of caution, since Select an Address caches the content, wait 20 minutes or more from the time of adding the address into Zendesk before you place the updates within Select an Address. Otherwise you will get an error message stating the address cannot be found. Likewise in reverse if you remove an address, remove the address from Select an Address, wait 20 minutes or more, then remove the address from Zendesk.
Sample ALL
Sample DEFAULT
Hi Jessica,
Thanks for posting. We are currently looking into this and I will post back. Thanks!
Chris
My team is reporting that previously the "default" used by the app was the "default" email for the "default" Brand. It now seems to be using the "default" email from the alphabetically first Brand, or maybe the alphabetically first default email on the list. We currently only use the free version.
Hi Mary,
the Select an Address app is now available for free, which means all the features of the Basic plan before are now available to Free plan users, which is why there is no longer an option to upgrade.
For more general information about managing your apps, see Managing your installed apps
If you are referring to changing/upgrading your account subscription, see Changing plan subscriptions
Need to add +1 on having the select an address app reply from the group that the ticket is in, not the agent. If a ticket comes to our support team, but turns out to be a sales issue and gets transferred to a sales group, then I want to reply from sales@, instead of support@ - even if that agent is in both groups.
It's also really unclear in the app itself. it should be at least well explained. Looking at the setup really implies that I'm configuring for the group the ticket is in, not the agent.
Jeremy Pinar The app associates one to many emails to a group with a default address if one is not selected or if the group changes. The problem/challenge is as you described, if the agent is associated with one or more groups then any of those addresses associated with any of the groups the agent is associated with is acceptable.
This is an inherent flaw (some would say benefit) that there is not a firm email to group or email to brand association regardless of the agent's affiliation to the group. Due to other challenges we face, we have had to keep track of that email-group association in our own database to support our customers. This is something Zendesk needs to address to make and enforce a cross-reference tie between email and group.
Note, we have taken steps to remedy some of this by creating triggers that will submit a web hook call to change the email address. Unfortunately though this won't help in your situation since the web hook will fire AFTER the agent submits changes and thus an automatic email reply with a potentially incorrect address.
We have a issue when tickets are moved between groups example:
Group A only has access to email address 1
Group B only has access to email address 2
Email it sent to group A but its meant for group B, when its moved into group B, the select address is blank.
Even though we have 1 default address set for each group in the app.
Is this a bug or how can we force the default address for the group on the ticket when its moved?
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!
Thanks for the recommendation!
Hello, Patrick,
Yes, the behavior is expected to follow the default group of the agent handling the ticket.
Agents has to view and save the ticket to open for the default address for groups and apply to all open tickets as described above: If you select the Apply to 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.
This will not change the default address if the agents are viewing the tickets alone, saving would do that. Also, the ticket threading is expected to be at one ticket only, meaning changes to addresses would not affect this, nor create a new ticket for end-users.
Hope this helps.
Ahn L. | Customer Support Advocate
Hi there, is there is still an issue on your side, as it always select the default adress even if i change it (i did use the last update app on march 31- 2021)
Hi Scott and Jamie,
Thanks for posting. The issue is when the require brand before save is on, it will pick the first default. If that setting is turned off then it will choose the default brand's email address. This is related to the same thing that Jamie saw in August so we are working on another update now. Sorry for the issue again.
Chris
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?
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.
hi all!
thinking about implementing this in our instance (we'd need the basic version). 2 things i'm not clear on:
thanks!
Jeremy Watkin we are facing the exact same issue as you metnioned above in https://support.zendesk.com/hc/en-us/articles/4408830888730/comments/4413095186202
Finally were able to schedule a meeting with a Technical Support Engineer at Zendesk, or I should say waiting for that meeting to be scheduled. Came across this post now. Wondering, have you been able to finalize the setting, to where the sender's email address matches the group in the ticket and not just the default address of that agent's main group?
If so, did you need to work with HTTP targets and triggers or how (if so) did you get this solved?
Kind regards from Munich,
Yvonne
Hello everyone,
I need to be able to set the from address based on the group the ticket currently is in. My agents are in multiple groups so the App does not work. Any chance I can get this done with the settings?
Hi,
I have 2 email addresses and 2 groups associated with 1 brand, I have switched on the "apply email to group mapping on all open tickets" and then set up my default email addresses for my groups correctly, however my ticket seems to be sticking with the 1 group and not switching automatically when a the ticket is moved to the other group and this group replies. So will we have to manually update the "select an address" when more than 1 group is associated with a brand?
Thanks,
Lisa
Hi All, I'm hoping this app can apply to my use case, maybe I'm not seeing it in current config.
Use case: We use a Triage group, most tickets created via all channels come into this group. The problem lies with tickets that come in via email. Our grouping logic is one brand, to several groups...we have six brands with about 6 associated groups per brand. Some agents are members of more than one group across different brands so it gets tricky. We rarely create tickets manually as agents, it does happen however.
What I'd like is for the Select an Address app to update the ticket with the correct default email address (either set at the brand level, or manually in the app's 'group mapping' config) once the triage agent selects the correct group, brand and submits the ticket in either Open, Pending or On-hold statuses. What I'm seeing is that when the brand is changed for an existing ticket, the email address isn't changing automatically. Same for the group, if the triage agent changes the group of an existing ticket to one with a group mapping, nothing happens.
Am I missing something? Shouldn't this app be changing the address on the fly if you change the brand or group for an existing ticket?
Thanks all
Hi, I'm wondering if it's possible to set the email based on the organization. We currently have a customer with a ticketing system that does not allow emails from our abuse@ email address.
I'd like to see if I can set the alternative support address when an agent creates the ticket based on the organization. This would hopefully save them the time to manually select which address to use from the app.
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.
I need to upgrade the plan as I am on free plan. How can I do it? I dont find a button to do it
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. :)
Hi Sam,
If it's still helpful - make sure you add groups and addresses in the following format (it is also mentioned above apps field, where you need to enter those values):
{ "Group_1": "group1@example.com", "Group_2": "group2@example.com", "Group_3": "group3@example.com" }If you do, then there shouldn't be any errors thrown. If you are still seeing an error after syntax is checked - reach out to support.
Adam, I am not aware of how this app can handle your request, but we use a webhook at times to change the "recipient" (i.e., the From: email) with this JSON code:
You could have a trigger:
Actions:
{
"ticket": {
"recipient": "abuse@abc.com"
}
}
@Max Mittelmaier https://www.zendesk.co.uk/marketplace/apps/support/258378/reply-from/
Will do what you need, its a grate app that works!
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