Adding support email addresses for users to submit tickets

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5 Comments

  • Zendesk Administrator

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

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  • 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!
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  • 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. 
     
     
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  • 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 domain.zendesk.com.
    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 support@mysubdomain.zendesk.com, 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.

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  • 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 <support@mysubdomain.zendesk.com>.
     
    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!
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