Managing your support addresses

What's my plan?

All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus

Support

Team, Professional, or Enterprise

Verified AI summary ◀▼

Manage your support email addresses to streamline customer communication. Set a default address for consistent ticket notifications, remove unnecessary addresses, or edit address names to keep your system organized. Note that you can’t remove the original system address or edit the email itself. For large numbers of addresses, use the API for management.

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.

Note: Support addresses are not visible in Admin Center > Email > Manage support addresses if you have a very large number of support addresses (3000+). If you see a message that support addresses are hidden, you must manage them using the Zendesk API.

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

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. Click Manage support addresses.
3. Click the options menu icon () next to the support address you want to make the default, then click Make default.

   The Default label 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. Click Manage support addresses.
3. Click the options menu icon () next to the support address you want to delete, then click Delete.
4. In the confirmation window, click Delete support address.

   Alternatively, if you don't 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. Click Manage support addresses.
3. Click the options menu icon () next to the support address you want to rename, then click Edit.
4. Add, change, or remove the support address name.
5. Click Save.

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