Forwarding incoming email from your existing email address to Zendesk Support

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40 Comments

  • Joyce
    Zendesk Customer Care
    Hello Charlene,
     
    It is expected that tickets not be created if the original email sender is a suspended user. When an email comes from a suspended user, it will be detected as spam and will be captured in your Suspended view. This article explains what a detected as spam means.
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  • Lloyd Norman

    Hi team,

    We're experiencing an issue like this: https://answers.microsoft.com/en-us/outlook_com/forum/all/automatic-forwarding-email-being-encrypted-and/0a15ce3f-ec1c-4b35-8efd-641f5c385674

    We've moved from Google to Outlook and now any Office 365 OTP emails are being sent to the zendesk.com domain, rather than our own. 

    Is there anyway to fix this? Thanks.

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  • Francis Casino
    Zendesk Customer Care
    Hello Lloyd,
     

    Our ability to take action regarding an encrypted email is rather limited, as the primary responsibility for this matter rests with the service responsible for the encryption process. It is incumbent upon the service handling the encryption to resolve any related issues. For a more comprehensive understanding of this situation, I recommend consulting a publicly available article that delves into the specifics of addressing this particular question: Email encryption and private email relay services 

     

     
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  • Lloyd Norman

    Hi Francis Casino

    Thanks for getting back to me regarding the above.

    I managed to find a workaround! Will pop in here to ensure others can see it. 

    We asked the sender which emails they had put on their "allowlist" for opening these types of encrypted emails. I found that they can be opened natively within Outlook as long as you assume access for the email address related (No need for OTP generation and etc). 

    I asked my colleagues to request delegate access for these email accounts and voilà, they were able to open them via Outlook app. From there, they can copy the info and paste within ticket :) 

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  • Francis Casino
    Zendesk Customer Care
    Hello Lloyd,
     
    I appreciate your feedback and we've taken note of it. Your input is always welcome and valued. Wishing you a fantastic weekend ahead!
     
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  • Ian Hawkins

    We have a problem with emails being received in Zendesk sent to additional SMTP addresses attached to the mailbox forwarding into Zendesk.

    We are forwarding a mailbox to Zendesk from Exchange.

    The primary email address of the mailbox is customer.services@companyname.co.uk

    There are a number of additional SMTP addresses attached to the mailbox.  These are old email addresses that we are trying to phase out, but some people still send too.  e.g. enquiries@companyname.co.uk

    We only want Zendesk to send out from customer.services@companyname.co.uk

    Zendesk Email has been configured for customer.services@companyname.co.uk

    When email is received in Zendesk from emails sent to one of the old, additional SMTP addresses then things are not working as hoped:

    1. The internal Zendesk email address is put in To
    2. The additional SMTP address sent to is put in CC

    The ticket created email is sent back to the user from the internal Zendesk email address and any emails sent from the ticket are also sent from the internal Zendesk email address.  We want all the emails sent out from the primary customer.services@companyname.co.uk address that the additional SMTP address is attached too.

    Is it possible to configure Zendesk to do this?

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  • The BnB Dream

    HI there

    It is saying that I am connected to an email address already that im trying to connect. However, I cannot see this within my email lit available 

    What do I do here?

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  • Tony
    Zendesk Customer Care
    Hi there!
     
    It might be the email has been used already. Try to check if this article helps!
     
    Best,
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  • Elizabeth Churchill

    I currently have one external email address forwarded to our Zendesk email. I added a second external email address to forward to the same Zendesk email. So two external email addresses are set to forward to the same Zendesk support email. Is that possible? Asking because the second forward is not working. The SFP record is valid and DNS records are set up correctly.

    Thank you!

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  • Christine Diego
    Zendesk Customer Care
    Hi Elizabeth,
     
    I saw that you have raised a ticket to our support team regarding this issue, and it appears that forwarding fails on your external support address, kindly check with your IT team since additional steps are required to set up forwarding from your email server to your Zendesk (see Forwarding incoming email from your existing email address to Zendesk Support).
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