Many businesses maintain archives of their customer communications as a standard practice or for legal purposes. You can enable automatic email archiving, which will send a copy of every outbound email notification to a BCC address. The BCC address is to an external email account so that the archive is maintained outside of your Zendesk. This can be set up by an administrator.
To set up email archiving
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Settings.
- In the section Email Archiving, enter an external email address.
- Click Save tab.
All ticket email communication will now also be sent to the BCC address for archiving.
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.
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!
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.
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?
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
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
And wrote 3 email already without any answer
I have contacted you internally via email to be able to help you with this request.
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