You have a lot of flexibility in how you use email in Zendesk Support. The email channel works out of the box with no setup necessary. But if you like, you can configure it to make it work the way you want.
This page lists resources for configuring and using the email channel with Zendesk Support to meet your goals. The following resources are available:
Documentation
Getting started
- Getting started with email Part 1: How the email channel works
- Getting started with email Part 2: Incoming email support requests and notifications
- Getting Started with email Part 3: Outgoing email notifications
- Getting Started with email Part 4: Understanding and troubleshooting common email channel problems
- Adding support addresses for users to submit tickets
- Understanding the support address end-user experience
Using other email addresses to receive tickets
- Enabling personalized email replies
- Forwarding incoming email to Zendesk Support
- Passing an email to your support address
- Forwarding your incoming support email to Zendesk using Yahoo
- Setting up Zendesk for Microsoft Outlook integration
- Forwarding your incoming support email to Zendesk using Gmail/Google Apps (external link)
- Enabling automatic ticket creation for your Gmail inbox
- Allowing Zendesk to send email on behalf of your email domain
- Decommissioning email support addresses
Formatting and customizing your emails
- Customizing templates for email notifications
- Setting up an unformatted email template
- Changing your email template content fonts
- Using the email template with multiple brands
- A better email template for Zendesk (Community tip)
- Formatting options for agents
- Disabling and enabling rich content in incoming emails
- Enabling personalized email replies
- Adding an agent signature to ticket email notifications
- Adding a team member alias
- Digitally signing your email with DKIM
- Customizing the welcome email and the account verification email
- Using single sign-on (SSO) to customize your end-users' knowledge base, email templates, and ticket forms
Changing the messages of email notifications
Managing email access
- Permitting only users with approved email addresses to submit tickets (setting up a restricted Zendesk)
- Configuring CC and follower permissions
- Using CCs, followers, and @mentions
- Using the allowlist and blocklist to control access to Zendesk Support
- Email encryption and private email relay services
Managing tickets with email
- Setting up to provide email-only support
- Using the Mail API to update ticket properties from your inbox
- Passing an email to your support address
- Viewing the HTML and original source for incoming tickets
- Archiving ticket email notifications (Enterprise)
- Detecting an end-user's language from an email message
- Workflow recipe: Notifying external email addresses
- Creating organizations
- About mail loops and Zendesk email
Managing spam and suspended tickets
- Understanding and managing suspended tickets and spam
- Tips to combat spam and protect your business
- Setting up suspended ticket notifications
- Causes for ticket suspension
- Guidelines for reviewing suspended tickets
- Viewing, recovering, and deleting suspended tickets
- Authenticating incoming email (SPF, DKIM, DMARC)
- Understanding the sender authentication flag
4 Comments
Zendesk charged my account $450 that I am not authorizing. Your website doesn't appear to have a direct email system for things such as this. This is a problem.
I'm going to create a ticket on your behalf so our Customer Care team can work with you on this.
You'll receive an email shortly stating your ticket has been created.
Cheers!
I am having issues sending emails from Zendesk to my office 365 emails. some are delivered while others are not. please I need a quick solution.
I would recommend reaching out to our Customer Care team using the steps mentioned in this article: https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support
The team will most likely need to take a look at some ticket examples and figure out why some emails are not being delivered on your account.
I hope this helps!
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