As described in Understanding the default email setup in Zendesk, you have one email address when you set up Zendesk Support: firstname.lastname@example.org. Emails received at this address become tickets.
For each support address you add, the from address will match the support address the ticket is sent to. For example, tickets sent to email@example.com will reply from firstname.lastname@example.org.
Adding support addresses
- 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
Zendesk addresses are variations of your original support address, email@example.com. For example, firstname.lastname@example.org. You can add as many support addresses as needed.
The following video gives you an overview of how to create custom email addresses:
Creating custom email addresses [0:50]
- In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
- In the Support addresses section, click Add address, then select Create
new Zendesk address.
- Enter an address you'd like to use for receiving support requests.
- 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 Zendesk (for example, email@example.com). You can receive support requests at an external email address and forward the incoming email to Zendesk. In turn, Zendesk can send email replies to your customers via your external email address.
If you add an external email address, additional steps are required to set up forwarding from your email server to Zendesk. For more information, see Forwarding incoming email from your existing email address to Zendesk Support.
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.
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).
Hi, Is it possible to reduce the 65000 character limit for the "Receiving email at your support address" ?
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!
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.
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 firstname.lastname@example.org, 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.
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 <email@example.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!
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?
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!
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)
Hi Joey! We reorganized some of our email content. That information now lives here: Removing a support address.
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?
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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