A complete guide to understanding email in Zendesk - Part 1: How the email channel works

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  • Devin Henrickson

    Is it possible to set up an email that will not make a support ticket but a way to view my email? If not I think that would be a great suggestion. So agents can look at there work email and see important stuff.

  • Dave Dyson

    Hi Devin,

    Zendesk isn't designed to be an email client, so that's not possible. Thanks for the input!

  • Fábio Melo


    I have been looking all around and I can't find where to change a string from the email a user receives when registering (which I also got upon registering on this support platform). This is what I am trying to modify:

    "Create a password
    If you didn’t sign up to {something} using this email address, you can safely ignore this email."


    I found where to change the text above that, but not this one.

    Any help is appreciated

  • Christine
    Zendesk Engineering
    Hi Fábio,

    These system-generated emails are among the earliest communications you'll have with a customer, and can be updated to better match your brand or organization's guidelines.
    You may refer to the following article for the step:
  • Nikita Kadri

    Hi Team

    I would like to understand the effects of deleting a support address on Zendesk? or a forwarding address created to receive emails from customers? These email ID have been used for a few years but are now being sunset in the Organization as the associated process is obsolete. Will deleting them affect ticket reporting or access to old tickets  received on this ID?

  • Gabriel
    Zendesk Customer Care
    Hello Nikita, 

    I hope all is well! Deleting an external email address connected to Zendesk as a support email does not have any implications regarding access or reporting on your past tickets. 

    I hope this addresses your question. 
  • Alison Davies

    Is there an accessibility feature that allows you 'talk to text' in emails?  So no phone number, no SMS, just instead of typing the reply, speak your response, ZD converts to text and with some tweaks of course, can be sent


  • Audrey Ann Cipriano
    Zendesk Customer Care

    HI Alison, this feature is currently not available in Zendesk. However, you can maybe use external sites (lots of free sites out there) that will convert voice to text and just copy and paste if you'll be constructing a long message.

    I also found one browser extension for Google Chrome that could potentially help though it looks like it is paid subscription - https://chrome.google.com/webstore/detail/voice-in-voice-typing/pjnefijmagpdjfhhkpljicbbpicelgko might be worth checking with their support team as well to try to test it with Zendesk. Thanks! 

  • Carla Mitchell

    I have clients that insist on sending an email for Support and I want them to only go to Zendesk and open a ticket.  The reason for wanting the ticket is that i need specific fields answered for business reporting that an email just wont cover/convert.

    Is there a way I can stop new ticket creations?  

    I have modified the reply to request they open a ticket directly - however clients are still sending emails to open new tickets.

  • Peter Hochstrasser

    Hi Carla Mitchell

    If you want to keep mail open as a channel for followups, you cannot outright forbid an initial ticket opening by mail.

    However, you can use triggers to send an answer like

    "We do no longer accept ticket openings by mail, please go to ... to open your ticket.
    We have closed your ticket.
    Thank you ..."

    Include links to make it easy, and close those tickets using triggers.
    I use a scheme where I set a certain tag which is sensed by a trigger which then closes the ticket. You can simply check if the ticket came by mail and is new.

    You can close the ticket using triggers only - set status closed.

  • Howie Paul

    Is it possible to set up multiple incoming email addresses and set different triggers based on the 'from' email address?


    support@domain.zd.com = trigger sets it as incident type

    info@domain.zd.com = trigger sets it as task type

  • Rafael Santos
    User Group Leader

    Howie Paul

    Yes, that can be done. 2 example triggers below:

    Trigger 1



    • Type - Incident

    Trigger 2



    • Type - Task
  • Peter Hochstrasser

    Hi Howie Paul

    As Rafael Santos points out, that can be done.

    We use a standardized scheme for customers opting for application support, which works like this:

    • our standard support is at support@ourdomain.tld
    • our application support customers get access via e-mail <designator>.support@ourdomain.tld where designator is either an application name or the name of the company. 
    • in our mail system, in this case, Exchange365, we set up distribution lists that send mails to <designator>.support@ourdomain.tld to both a support inbox (in case of Zendesk trouble or incomplete conversion mail -> ticket) and to support@<ourdomain>.zendesk.com.

    With this setup, it is pretty easy to pick the tickets from our application support customers and assign specific parameters using triggers similar to the one outlined above.
    Adding another customer is a matter of an hour or so, including tests.

    It is important that you make things systematically, otherwise, you'll drown in maintenance.

  • Armond Mack

    Is it possible to disable the creation of new tickets via our support email address?  If so, what are the downstream ramifications of how customers will receive updates via tickets created within the Zendesk portal?  We're looking to have tickets created via Zendesk directly, only.  

  • David Broad

    Is there a simple way to stop tickets being created if our support email address is just in the CC field? We have an internal issue where the zendesk email is used in CC for non-support requests and would like tickets to only be created when the zendesk email is in the TO: field.

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi David,
    That is hardcoded on the system and every email sent to your Support email address will create a ticket on your account which is the expected behavior. When you CC a support address, it will still come on the Zendesk server, thus it will still be considered as a regular email.
    I hope that answers your question. Thank you!
  • David Broad

    Thanks Gabriel,

    So to confirm there is no way to even create a rule or trigger to prevent this happening?

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi David,
    Currently, triggers doesn't have a condition that will look for tickets sent to CC field since it is all considered as received at or "TO:". I'm afraid, there's no way to prevent this from generating a ticket either received coming from a CC field.

    I hope that answers your question.
  • Support

    Hello - my use case is that we have a marketing gmail account that we want to monitor and have tickets created for, but we want to reply from our support email. Is this possible? I can't seem to figure out how to set this up.
    I guess is there a way to attach the support email to all inbound emails to the marketing email address? Or something like that?


  • Viktor Osetrov
    Zendesk Customer Care
    Hello Nick,

    Just have tested the same scenario from my test account using this Select an Address app. 
    Please take a look at my screenshot below:
    You can do it the same way. Please read this for more information in this article - Installing and using the Select an Address app.
    Hope it helps
  • Jeremy Zabner


    Is there a way to turn off all outbound emails by Zendesk?   For context, all out customers reach out to us via our team's google alias. Through that alias, a Zendesk ticket is created.  Do to the complexity of the requests for support, multiple internal & external teams are added and removed from the email thread during the life of that thread.  We want to continue to be reached & respond through the original email thread on gmail and only use Zendesk as a record of support and for metrics. For this to work successfully we need Zendesk to not send emails to our customers which causes them confusion of which thread to respond on. 

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Jeremy,

    The notifications sent by Zendesk to users are mostly controlled by triggers. Disabling the triggers should prevent emails/notifications from being sent. 

    Here is the list of default triggers in Zendesk.
    About the standard Support triggers

    And here's a guide on how to deactivate triggers.
    Deactivating triggers

    Hope this helps.

  • Phil Jarvis

    Hello.  We are currently using eMails to automatically create Zendesk tickets, and it only maps to Requester Name, Cc List, Subject and Text essentially.  I have created a Microsoft Customer Voice (Microsoft Forms essentially) form that has a lot more information that we want to capture from our customers and I want to send this directly to Zendesk to create a ticket (via eMail or whatever is best), but I have a lot more information and want to map that information into Zendesk field so when it creates the ticket automatically, this is all there in the correct location.  For instance, we have 40+ different systems, and based upon the system that the Requester is having trouble with, my form will ask 3-4 context sensitive questions, some required, others optional and then it's ready to send to Zendesk to create the ticket along with a lot of other up front basic information that we want to capture.  I'm assuming we can send to the same support@xxx.zendesk.com support eMail address, but I'd like to know how I can create a mapping for Zendesk to use when it receives the eMail.  Thanks!

  • Sean Cusick
    Zendesk Product Manager

    Hi Phil Jarvis you would want to use the API or perhaps the Channel Framework to create these tickets. Currently those are the only channels that support creating tickets with that level of customized fields that also need to be populated. The Email channel does offer a Mail API option for setting some standard ticket properties, though these do not map to custom fields. 

  • Phil Jarvis

    Thanks Sean!

  • Francis Casino
    Zendesk Customer Care
    Hello Phil - I totally agree with Phil! 


  • Jamie Emerson

    Is there a way that customers can see a ticket number when we send them outbound communications so that they can reference that? For example "I had a concern about my account which I had previously reached out last week. It was case number ####." Where can customers find that case number in their email?


  • Mike DR
    Zendesk Customer Care
    Hi Jamie!

    Hope you're doing well! You can use the ticket.id placeholder to show it to the customer in your email.

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