Forwarding incoming email to Zendesk Support

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  • Brett Bowser
    Zendesk Community Manager

    Hey Dhanushka,

    I'm afraid there's no way to change this functionality at this time. Support is configured to always send the response to the requesters email address via email. If you were to send it to the forwarding email, this would just cause an email loop that would then forward that email back to Zendesk.

    Apologies for not being able to provide an alternative solution for you at this time!

  • yamin ibrar

    Hi there,


    I have perhaps a unique situation, where all I want is for the initial email that is sent when a user is created to be sent from a different email address. I specifically do not want that address to forward to Zendesk, but i would like all outgoing Zendesk emails to use that address. Is this possible?

  • Badam Gill

    Can i use zendest API to embed in LCS blog?

  • Joseph Krahn

    The Microsoft Exchange and Outlook link is a 404 here — please update!

  • Tod Brown

    Hi Yamin‍,

    My name is Tod, and I am with the Zendesk Customer Advocacy Team.

    Regarding the inquiry about using a non-support address to show where the Welcome email was sent from, this is not possible.

    The address would have to be your Default email address listed under Admin > Channels > Email.

    Let me know if you have any questions.


  • Geoffrey Wang

    I am looking for some help with adding an external address. Here is the situation:

    1. We have set up a default address of We have added spf records and the domain verification code for this

    2. We have an existing external address that we have moved to Zendesk of This has been working fine in Zendesk. Note that this email address is on its own subdomain of

    3. We have added an additional existing address that we would like to move to Zendesk -- I'll call it Note that this email is on the main domain of This domain is highly regulated and we cannot make modifications such as adding a spf record or domain verification code just for the use of zendesk for addresses on the main domain. We have forwarding setup for

    4. For testing, if we send an email from to, a ticket is created, the autoresponse ('Your ticket #x has been opened'), and any subsequent agent communications make it to
    5. If we send an email from or to, a ticket is created but the autoresponse and any subsequent agent communications never make it to or

    Do you have any suggestions on how to set this up?
    Or how we can troubleshoot it, such as email logs or something else? I can see all of the Events that take place from within the tickets and they appear fine. I have also queried the API but this doesn't seem to allow you to see the emails not reaching the sender.


    Hello, can I set up a rule like this: 

    if Emails are send to the eamaladdress, there should be no ticket created. 

    Many thanks in advance! 

  • Cheeny Aban
    Zendesk Customer Care
    Hi Anna, 

    Once an email reached your Support instance, it will automatically create a ticket and it is hardcoded in the system. As an alternative, you can create a trigger that will auto close the ticket that came from a specific email address. You just need to add the condition Ticket Status:Closed under Action.
  • Chris Haussler

    This article is missing a key piece of information. When the G Suite admin is setting up forwarding, what destination address should be provided?  Is it the default Zendesk Support address in admin->Channels->Talk and email->Email?

    Update: Nevermind, the answer is here.

  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Chris,
    Thank you for reaching out to Zendesk Support. In regards to your concern, yes you need to use the email address selected as the default support email address in your email settings from the Support page. Kindly check the article, Automatically forward Gmail messages to another account from Google if you need further information.
    Optionally, you can edit or create an SPF record to verify that Zendesk can send email on behalf of your email server. See Setting up SPF for Zendesk to send email on behalf of your email domain.
    Thank you and have a wonderful day ahead!
    Kind regards,

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