Many businesses maintain archives of their customer communications as a standard practice or for legal purposes. You can enable automatic email archiving, sending a copy of every outbound email notification to a BCC address. The BCC address is to an external email account to maintain the archive outside Zendesk. This can be set up by an administrator.
Zendesk doesn't recommend using a Gmail or Yahoo address for email archiving purposes. Gmail and Yahoo institute rate limits and are not designed to handle increased traffic loads. Free email accounts should not be used for commercial archiving purposes.
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
- In the section Email Archiving, enter an external email
address.
Free email accounts like Gmail and Yahoo are not recommended due to their rate limits.
- Click Save tab.
All ticket email communication will now also be sent to the BCC address for archiving.
12 comments
robert.wiesemborski
Hi all,
If the email, that is supposed to be archived, has one or more attachments, will those be archived as well? Or is the saving of attached files not possible?
Looking forward to hearing your input.
0
Brett Bowser
Hey Robert,
Absolutely! You can still view an attachment for a closed/archived tickets. You can just go to the closed/archived ticket and click on the attachment to view it.
Let me know if that's not what you're looking for!
0
Chanteena Murphy
This is a feature that would be incredibly helpful, however, I would like to see the ability to archive by Brand, meaning, entering an email address for archiving in the brand page. This should allow the ability to filter out groups/confidential emails a bit easier than setting up triggers and rules either in an email inbox or Zendesk.
Example - Finance Team and Customer Service team could have their own "Branded" tickets with their own group inbox for archiving without violating any confidential information of the ticket/issue in question.
2
sarah aasland
Brett Bowser I followed along by going to Admin Center, clicking the Objects and rules icon in the sidebar, then selected 'Settings' under 'Tickets' but I do not see an 'Email Archiving' section anywhere on that page... did things get moved around and it lives somewhere else now?
0
Dave Dyson
Archiving ticket email notifications requires the Support or Suite Enterprise plan or above (see the graphic at the top of the article). You can find information on subscriptions and billing here: Billing FAQ and resources
1
sarah aasland
Thanks, @...!
0
Dave Dyson
0
Ricardo
Some one that talk Spanish that can help me with the charges that appear in my bank account and when I check say from what it is say that is from this company and never created and account just know to write this massage. 2 charges of $30 each and i need to know if can have my money back and to stop charging for something i even know what it is
0
Ricardo
And wrote 3 email already without any answer
0
Nacho Santana
Hello Ricardo,
I have contacted you internally via email to be able to help you with this request.
0
Nelson Teran
We have different google accounts connected to ZD and we would like to archive each corresponding email account; however, in the ticket settings, email archiving, it seems you can only add one email address and even if you are able to add additional then we will archive all tickets to one email account. Please advise.
0
Noly Maron Unson
Hi Nelson,
At this time, you can only archive to a single address and it will archive all tickets.
0