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Do I need a new Zendesk support email for each external address I connect?



Edited Jan 24, 2024


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You state no, just use forwarding. However, in the article you recommend.

1. Zendesk recommends creating a Zendesk support address for each forwarded account instead.
2. Zendesk recommends using the Zendesk Gmail Connector for Email instead of setting up forwarding.

 What are the advantages or pros/cons of one versus the other?

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Joyce

Zendesk Customer Care

Hello James,
 
1. Zendesk recommends creating a Zendesk support address for each forwarded account instead.
  • Though this workflow is recommended, this still depends on your use case. You can have 1:1 mapping with your external forwarded accounts or forward multiple external support addresses to one Zendesk support address. 
  • By automatically forwarding incoming emails from your existing email address to Zendesk Support, you can receive support requests at an external email address and forward the incoming email to Zendesk. In turn, Zendesk can send email replies to your customers via your external email address when you have the SPF and DNS settings configured for your external support address. You can also check this article about Allowing Zendesk to send email on behalf of your email domain
 
2. Zendesk recommends using the Zendesk Gmail Connector for Email instead of setting up forwarding.
  • Zendesk Gmail Connector for Email is recommended if you expect a low volume of emails as Google has a daily sending limit of 500 messages for Gmail or 2000 for Google Apps. If you approach the limit, based on the number of email notifications sent through your Gmail, you will receive a warning, and notifications will temporarily be sent from Zendesk mail servers instead of Google mail servers.
  • When Send email via Gmail is enabled, ticket notifications will be sent from your Gmail using Google mail servers instead of Zendesk mail servers. This means you don't need to set up SPF or DKIM to authorize Zendesk Support to send email on your behalf because the email is sent directly from your Gmail account. Notifications will be in your Sent folder in your Gmail.
  • You can read more about this here: Enabling automatic ticket creation for your Gmail inbox
 
Hope this helps!
 
 

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