Question
How do you send emails in Zendesk?
Answer
You compose emails in tickets and business rules send those emails to your customers. Incoming emails from your customers are automatically converted into tickets. If you want to start a conversation with a customer and you don't have a ticket with them already then you will need to create one. For more information on starting proactive email conversations, see the article: Creating a ticket on behalf of a requester.
If you need more information on how email works in Zendesk, see the article: Getting started with email - Part 1: How the email channel works.
Alternatively, if your plan has access to Advanced - AI agents you can also configure an AI Agent for email to send a generative reply in an email from a messaging conversation instead. For more information, see the article: About the Generative replies block in conversation flows for advanced AI agents.