Adding support email addresses for users to submit tickets

When you set up Zendesk Support, you have one related email address: [e-mail]. Emails received at this address become tickets.

You can provide your users with alternative email addresses for submitting tickets. These addresses are known as support addresses. You can add as many support addresses as you need. Support addresses can be either variations of your Zendesk email address or external email addresses. Any email address you want to use to receive support requests as tickets (whether it's a Zendesk address or an external address) must be added to your Zendesk as a support address.

Note: If you are adding support addresses for external email addresses, additional steps are required to set up forwarding from your email server to your Zendesk (see Forwarding incoming email to Zendesk Support).

For each support address you add, the from address will match the support address the ticket is sent to. For example, tickets sent to [e-mail] will reply from [e-mail].

This article contains the following sections:

• Adding support addresses
• Accepting wildcard email addresses for support requests
• Receiving email at your support addresses

Related articles:

• Understanding the support address end-user experience
• Managing your support addresses

Adding support addresses

You can add as many support addresses as you need. Support addresses can be either variations of your Zendesk email address or existing external email addresses, using these options:

• Connect external address Use this option to add an existing external email addresses.
• Create new Zendesk address Use this option to add variations of your Zendesk email address.
  Note: There is also a Connect Other option for adding support addresses that should be used cautiously. For more information, see this support tech note.

Your original system support address always appears at the top of your list of support addresses, followed by your default support address, if it's not the same as your system support address. Every time a ticket is created from an email that was sent to one of your support addresses, the verification timestamp for the support address is updated.

This section covers the following topics

• Adding a Zendesk support address
• Adding an external support address

Adding a Zendesk support address

Zendesk addresses are variations of your original support address, [e-mail]. For example, [e-mail]. You can add as many support addresses as needed.

Note: If you want to add your own external support address, see Adding an external support address.

The following video gives you an overview of how to create custom email addresses:

Creating custom email addresses [0:50]

To add a Zendesk support address

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
2. In the Support addresses section, click Add address, then select Create new Zendesk address.

   

3. Enter an address you'd like to use for receiving support requests.
4. Click Create now.

   The email address is added to your list of support addresses.

Adding an external support address

External email addresses are owned and maintained by you, outside of your Zendesk. For example, [e-mail]. If you add an external email address, additional steps are required to set up email forwarding from your email server to Zendesk.

It is not recommended that you use a distribution group email or an email alias as an external support address. 

The following video gives you an overview of how to connect your existing support email:

Connecting your existing email account [1:39]

To add a external support address

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
2. In the Support addresses section, click Add address, then select Connect external address.

   

3. Enter your existing support email address, then click Go.

   If you have a Gmail address, and expect low volume, you can instead create tickets automatically from emails received in your Gmail inbox.

4. Complete the on-screen steps to set up forwarding on your email server.

   This is done outside of your Zendesk, and the exact steps depend on your mail server.

   For help, see Forwarding incoming email to Zendesk Support.

5. After you set up email forwarding on your server, click Yes, I finished, then click Verify.

   A test email is sent to that address to verify that you've set up forwarding properly. If successful, a message indicates the address is verified.

   

   If the test fails, you are alerted. After resolving issues, you must perform the verification again.

   If you resolve the forwarding issue, but do not retry the forwarding check, email sent to the email address will create tickets, but will not send Zendesk Support notification emails.

After you set up forwarding, you should add an SPF (Sender Policy Framework) record to verify that Zendesk can send outgoing email on behalf of your email server. This is optional, but recommended.

Accepting wildcard email addresses for support requests

As an alternative to, or in addition to, using support addresses, you can enable end-users to send email to any variation of your Zendesk address, regardless of whether it's as a known support address. For example, if a customer misspelled your support email address (for example, [e-mail]) the email can be accepted and a ticket created. These types of variations are referred to as wildcards. This option can be used as an alternative to, or in addition to, support addresses.

For example, you don't need to explicitly declare any of these email variations in your Zendesk.

Wildcard email addresses use your default support address as the Reply From address. So any email sent to a variation of your Zendesk Support email address that is not a known support address, will use your default support address as the Reply From. If you have multiple brands, the default support address for your default brand will be used as the Reply From.

To enable wildcard email addresses

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
2. Click Enable for Accept wildcard emails.
3. Click Save.

Receiving email at your support addresses

Emails sent to any of your known support addresses become tickets in your Zendesk. And, if you have enabled wildcard emails (see Accepting wildcard email addresses for support requests), then emails sent to any variation of your Zendesk address, regardless of whether it's a known support address, become tickets in your Zendesk.

Note: If an email containing more than 65,000 characters is sent to your Zendesk, the resulting ticket comment is truncated. This can sometimes happen when an email thread contains many replies, and is forwarded to your Zendesk support address.

For tickets received via email, you can see which address it was sent to at the top of the ticket.

You can set up business rules, views, and SLA policies for tickets sent to your support address by using the "Ticket: received at" condition.

If you have set up multibrand, then the ticket receives the brand associated with the support address the email was sent to (see Adding email support addresses for multiple brands).