Forwarding incoming email to Zendesk Support

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23 Comments

  • 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!

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  • 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?

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  • Badam Gill

    Can i use zendest API to embed in LCS blog?

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  • Joseph Krahn

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

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  • 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.

     

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  • 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 support@mail.education.mycompany.com. 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 support@cert.mycompany.com. This has been working fine in Zendesk. Note that this email address is on its own subdomain of cert.mycompany.com.


    3. We have added an additional existing address that we would like to move to Zendesk -- I'll call it help@mycompany.com. Note that this email is on the main domain of mycompany.com. 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 help@mycompany.com.


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

    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.

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  • ANNA-KARINA SCHMITT

    Hello, can I set up a rule like this: 

    if Emails are send to the eamaladdress abc@lala.com, there should be no ticket created. 

    Many thanks in advance! 

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  • 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.
     
     
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  • 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.

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  • 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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  • Antonio Lozano

    Hi team , 

    I am forwarding emails from a Gmail Account to Zendesk Support . Those emails include an attachment when forwarded, however some attachments are lost in my Zendesk Support tickets  . Any idea why ? 

    Thanks

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Antonio, 

    This could be related to the file size of the attachments. When email attachment file size limitations are exceeded, links to attachments appear in email notifications instead (see Attachment size limitations).

     
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  • John

    Hi,

    I need help as my zendesk is not receiving emails. 

     

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi John,
     
    Looking at the screenshot that you have provided, you need to configure email forwarding from your email service provider since the configuration is not done thru Zendesk Support. You might need to set up an email forwarding business rule, depending on your email service provider. 
     
    You can also check our supporting article, Allowing Zendesk to send email on behalf of your email domain for more information about this.
     
    Thank you and have a wonderful day ahead!
     
     
     
    Kind regards,
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  • Premium Plus

    Hi there, what would be the best practice when forwarding emails addresses to different brands? Would you forward to the main support email address and then adjust the brand (as per the screenshot) or would you forward the email addresses directly to the right brand support email address?

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  • Beto
    Zendesk Customer Care

    Hello Ana, thank you for your question!

    Technically, both of these solutions would work, in the sense that you would be able to create tickets in your account both ways. Our recommendation is that you set up the forwarding with multiple brands like this:

    This way, the tickets will be automatically routed to the appropriate Brand, and it also means you use the correct default address as reply-from per brand. 

    I hope this was helpful!

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  • Ben Hammond

    Is there currently any way to receive a notification if a forwarding address begins to fail?

    We had a situation in the recent past where a support address on our Google side was updated without us being informed, so tickets stopped coming through. It would be helpful if in these instances Zendesk would share an alert that a support email had stopped working. 

    Thanks!

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  • Marco Malbas
    Zendesk Customer Care
    Hi Ben, 
     
    Thanks for your comment here. Yes it would only show when you look at the channels > email page and there is no notification for it. Though I completely understand what you're saying and agree that it would be a great feature to have. I would recommend posting this as a feedback for our product team to see and hopefully add in the roadmap for future improvements. 
     
    Cheers! 
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  • Andriana G

    I've just discovered that when I forward an email from a client to our support alias to open a ticket, the requester is showing as the client (the email address the email thread originated from) instead of mine. How can I make sure that I am the requester on this new ticket, not the client who doesn't need visibility into the ticket? Thanks

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  • Dave Dyson
    Zendesk Community Manager
    There is a configurable option for this – see Passing an email to your support address
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  • Jonathan Lilley

    Hi Zendesk

    I want to create tickets from any emails received at it-----------@---.com

    I want them forwarded into zendesk to one of our support addresses it-----------@---.com

    When I 'connect external address' it shows this message stating that we need to add support@------.zendesk.com as the forwarding address.  I want emails forwarded to itops_____@_______.zendesk.com instead.  How can I amend that?
    -----
    Email addresses redacted by Zendesk Community team

     

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Jonathan Lilley

    The system sets the first email created upon creation of the account as the forwarding address and we don't currently have a way to change this. Once you have set up forwarding, it-----------@---.com will show as the sender address. 

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