When an agent or end user adds a public comment to a ticket in Zendesk, the user's name is included in the Reply From address in email notifications. This feature is called personalized email replies and can be turned off to omit the user's name if you want.
About personalized email replies
Personalized email replies are used in email notifications originating from both agents and end users. The sender can be any type of Support user (an internal agent or admin, or an external end user), and the email notification can go to any recipient. For example, a request can add a public reply to all CCs on the ticket.
When an agent adds a public comment to a ticket, the email notification includes the agent's alias, if there is one, or their name from their user profile. When an end user adds a public reply, the email notification includes the end user's name from their user profile.
With personalized email replies enabled, the user's name is included in the Reply From address.
The example below shows how email notifications look to end users if you turn off personalized email replies.
Personalized email replies work with all of your Zendesk Support email addresses, whether you are using variations of your Zendesk email address (support@yoursubdomain.zendesk.com) or external email addresses. They also work with wildcard email addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the user's name.
Examples of personalized replies in email addresses
When you have personalized email replies enabled, the replying agent's name or end user's name is included in the Reply From address in email replies. The address used in the Reply From address depends on whether you use a Zendesk address or an external email address to receive support requests.
Using Zendesk email addresses with personalized email replies
If you are using Zendesk email addresses, the following table shows what the Sent To and Reply From addresses look like with personalized email replies, and users email one of your known support addresses.
| Sent To | Reply From |
|---|---|
| support@yoursubdomain.zendesk.com | Claire Grenier (Support Address Name) <support@yoursubdomain.zendesk.com> |
| help@yoursubdomain.zendesk.com | Ben Gunther (Support Address Name) <help@yoursubdomain.zendesk.com> |
| sales@yoursubdomain.zendesk.com | Donna Rohrs (Support Address Name) <sales@yoursubdomain.zendesk.com> |
Using external email addresses with personalized email replies
If you are using external email addresses, the following table shows what the Sent To and Reply From addresses look like with personalized email replies.
| Sent To | Reply From |
|---|---|
| support@mycompany.com | Claire Grenier (Support Address Name) <support@mycompany.com> |
| help@mycompany.com | Ben Gunther (Support Address Name) <help@mycompany.com> |
| sales@mycompany.com | Donna Rohrs (Support Address Name) <sales@mycompany.com> |
Turning off personalized email replies
When you turn off personalized email replies, the replying user's name doesn't display in the Reply From address in email replies.
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Email. - In the Personalized email replies section, clear the Enable checkbox.
- Click Save.
3 Comments
Just wanted to let you know there's a duplicate broken link in the
Using external email addresses with personalized email replies
section - seems like it was left behind from some link updating effort.
I reported this to my support contacts, but also documenting here:
There is a race condition/error scenario where if a ticket is reopened/follow-up created by a client and the client added text, the "new ticket email" will show the client name but the support email alias. This is confusing as it looks like the client is an agent. There is another scenario where if an admin created email notification triggers, when a ticket is created and not assigned, the admin's name is used in the email to clients, confusing clients unless the admin updates the trigger to temporarily assign the ticket to a generic agent name (I was asked if there is a John Witt bot). As a result we had to disable this feature.
I appreciate the response, but how does your paid solution bypass the bug I reported to Zendesk officially and through this post?
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