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
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.