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A complete guide to understanding email in Zendesk - Part 3: Outgoing email notifications



Edited Jun 21, 2024


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Can someone tell me how we select the support address for outgoing email notifications for tickets submitted via the help center? We allow Zendesk to send emails on our behalf and it works well when tickets are opened via email but when opened through web form it no longer uses our email and uses the zendesk support address.

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Noelle Cheng – Did you ever get this figured out? We are evaluating Zendesk and I have the exact same question as you.

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Sean Cusick

Zendesk Product Manager

Hi Noelle and Tim, You should select your external/branded address as the default address to have notifications for those newly created tickets be sent from your branded address. 

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Does an email get sent out when we submit ticket as “Pending” or only when we submit as “Solved” 

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Pedro Rodrigues

Community Moderator

Hi Arthur Venturina, by default the system-generated “Notify requester and CCs of comment update” (unless you edited it) will ignore any ticket statuses and notify the requester in both cases.

You do have Status-related trigger conditions, so you can set up a notification for cases where status changes to Pending or Solved and the current user is an agent (for ex). 

 

Just a note:

  • "Notify requester and CCs of comment update" only contains the conditions “Ticket is updated” and “Comment is public”, which means that whoever triggers a public comment will send a notification to the requester
  • If you don't want to send a notification to the requester when they send a message (instead of the agent), that trigger must be edited. I'd therefore suggest adding a third condition “Current user is not end-user”, at the very least. 

I highly recommend that new accounts check whatever business rules Zendesk creates by default and/or deactivate them altogether, because not touching them can be a spammy hassle - looking at you, “Notify all agents of received request” - if you start setting up the account and testing your ticket influx.

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Is there any way I can flip between our branded emails - for example, we have 4 branded emails under one umbrella and I don't want to choose just one defaulted email as that will confuse clients. Any ideas? 😊 

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