Adding support email addresses for users to submit tickets

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  • Zendesk Administrator

    Hi, Is it possible to reduce the 65000 character limit for the "Receiving email at your support address" ?

  • Brett Bowser
    Zendesk Community Manager
    Hey Zendesk Administrator,
    There's no way to adjust this character limit since this is hard-coded into the software. 
    Let me know if you have any other questions!
  • Brett Bowser
    Zendesk Community Manager
    Hey Zendesk Administrator, 
    It may be worth taking a look at our App Marketplace to see if there's a 3rd party integration that can help accomplish what you're looking for. 
  • Kenny Rohan

    HI, we are switching away from allowing support emails to open a new ticket. We want to only allow ticket requests to be done through the web portal. I've set up the trigger accordingly to only allow from the web form. But I still find if an email is sent to those other support emails it still creates a ticket with no one or a group assigned. I assume that is because those other email addresses are still listed in our email channels, correct? 
    Once I make the default email our
    Do I have to delete the other support email addresses to avoid them from still creating tickets?
    Then what if someone emails directly to the, will it still create a new ticket? If so how can we avoid that?
    Also is there a way to leave one of the additional support email addresses but only allow it to create tickets that come from certain email addresses?
    Sorry to put all this in here but thought it might be faster than waiting for support.

  • Christine Felicia
    Zendesk Engineering
    Hi Kenny,

    Support tickets are automatically created if there's an incoming email received from any of your support addresses. You can remove your external support address to stop ticket creation from that address.

    Natively, there's no option to disable or stop ticket creation for default support addresses <>.
    As a workaround, you can set your instance to 'close' by disabling "anyone can submit tickets" therefore only registered users can submit tickets, ticket submitted by unregistered users will go to the Suspended ticket view. OR you can create a trigger to automatically close tickets received via the support address. We have a recipe here that you can use: How can I block the email channel?

    Hope this helps!
  • Nicholas Leonard


    I'm trying to set up email forwarding on an address that was used previously for a support role. When trying to add this address I'm getting an error message saying "The address is already used by <<email address>>". 

    How will I be able to correct this so I can create rules based on the emails that have been forwarded from this address?

  • Elaine
    Zendesk Customer Care

    Hi Nicholas,

    Kindly see the resolution steps for the error message that you're getting in the article What does the error "This email address is already used by..." mean?

    Hope this helps! Cheers!

  • Joey

    Christine Felicia you mention "You can remove your external support address to stop ticket creation from that address." but that link doesn't go anywhere. I feel like I'm missing something but how is an email address removed? (Connected to Google in this case)

  • Kristie Sweeney
    Zendesk Documentation Team

    Hi Joey! We reorganized some of our email content. That information now lives here: Removing a support address

  • Dan


    We've been having issues with our responses to customers getting stuck in the customer's spam folder. 

    Will changing our support address help with this?


  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Dan,

    When it comes to this type of issue, the most likely cause is that the receiving domain does not recognize your emails as legitimate. To resolve this, we recommend using a combination of SPF, DKIM, and DMARC, as mentioned in this article

    I hope that helps. Thank you!

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