Managing your support addresses

As described in Understanding the default email setup in Zendesk, one support email address is initially set up for users to submit tickets: [e-mail]. This is the default email address for submitting tickets and can’t be removed.

If you created additional support email addresses, you can manage your email addresses if necessary. For example, you might need to change the default address, remove an address that’s no longer needed, or edit the name of an address.

This article covers the following topics:

• Setting a default support address
• Removing a support address
• Editing the name of a support address

Related articles:

• Understanding the support address end-user experience
• Adding support email addresses for users to submit tickets

Setting a default support address

Remember, when you created your Zendesk account, one email address was set up for you: [e-mail]. This system support address is used as your default support address, unless you change the default.

Your default support address is used as the sending address for notifications when a ticket is created manually, when a ticket is sent directly to your default support address, or when a ticket is created through a channel other than email.

Additionally, the default support address is used as the Reply From address in replies to users when you have the wildcard emails option enabled, and an end user sends email to an address that is not a known support address.

You can change the default support address at any time. The option to make a support address the default will only appear if the address has been verified (see Adding support addresses).

To change your default support address

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
2. In Support addresses, hover over the address you want to make the default, then click Make default.

   

   The label (default) appears beside your new default address, and that address moves up under your system support address in your support addresses list.

Removing a support address

You can remove any support address except the original system support address ([e-mail]) or your current default support address. If you selected another support address as your default (other than your system support address), you can delete that support address if you make another support address the default first.

If you connect to Gmail, you can disconnect from a Gmail account anytime to stop importing emails from that inbox. See Managing Gmail connections.

When you delete a support address, outgoing email notifications will no longer be sent from that address. Any tickets using the deleted support address will be given to the default address.

To delete a support address

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
2. In Support addresses, hover over the address you want to remove, then click Delete.

   

3. In the confirmation window, click Delete address.

   Alternatively, if you do not want to delete the address, close the confirmation window to cancel the action.

   The support address is removed from your list.

Editing the name of a support address

You can edit the name of an existing support address, but you cannot edit the email address for an existing support address. If you need to edit the email address itself, delete the support address and add it again.

To edit a support address name

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
2. In Support addresses, click Edit beside the support address you want to edit.
3. Add, change, or remove the support address name.
4. Click Save.

   The updates to your address appear in the support addresses list.