As described in Choosing the email addresses to receive support requests, you can receive support requests at an external email address (instead of a Zendesk Support email address). To do so, you need to forward email that’s coming into your external email account (Gmail, for example) into Zendesk Support.
In addition to setting up email forwarding to use your external email address, you'll need to add your support address in Support and, optionally, add an SPF record.
For more articles on using external email addresses, see Email resources: Using other email addresses to receive tickets.
Configuring email forwarding
You configure email forwarding in your own email account, not in Zendesk Support. Exactly how this is done depends on the email provider you're using. A number of email providers allow you to create email forwarding rules so that you can select the incoming mail that should be forwarded to your Zendesk account.
Zendesk Support does not support multi-forwarding, or forwarding that goes through multiple locations before being sent to the Zendesk support address. In the event that multi-forwarding is configured, the requester will be the first address that Zendesk can find in the Reply:To or From: fields in the email headers. This could produce inconsistent results and is not supported.
Follow the steps for your email provider to set up forwarding.
If you need help setting up automatic forwarding, reach out to your email provider for assistance.
Additional steps for using an external email address
After you set up forwarding in your email account, there are a couple of additional steps to complete the setup for using your external email address.
- Create a new external email-based support address in Zendesk Support (see Adding an external support address).
When you add your support address, your email will be verified and you'll know whether you've set up email forwarding properly.
- Edit or create an SPF (Sender Policy Framework) record to verify that Zendesk can send outgoing email on behalf of your email server (see Setting up SPF for Zendesk to send email on behalf of your email domain). This step is optional, but recommended.
You can also digitally sign the outbound email from Zendesk (see Digitally signing your email with DKIM or DMARC).