How do I send an email?

Question

How do you send emails in Zendesk?

Answer

Incoming emails from your customers are automatically converted into tickets. Customers receive email responses from agent comments in tickets, automated emails through business rules, and generative replies if your plan includes AI agents - Advanced. If you want to start a conversation with a customer and you don't have a ticket with them yet, you must create a ticket on behalf of the customer.

If you need more information on how email works in Zendesk, see A complete guide to understanding email in Zendesk - Part 1: How the email channel works.