How can you set the "from" address for outbound emails?

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15 Comments

  • Jenny Feith
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    Hi Jamie,

    Unfortunately it is not possible to set up different outbound email addresses. It will always use your default reply address. This only works for inbound addresses. So if your customer emails you at sales@ - the reply will also be sent from the same sales@ address. Maybe the hub & spoke model which is available on the Enterprise plan, could be an alternative: https://support.zendesk.com/entries/20292353-Setting-up-to-manage-multiple-brand-Zendesk-accounts-Enterprise-

    Although having different outbound email addresses is not exactly the use case of this model - you might be able to use them using a workaround or one of our Service Apps.

    Best,

    1
  • Jenny Feith
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    Or even check out one of our Email Marketing integrations like Mailchimp - if you have to send a lot of outbound emails: https://www.zendesk.com/apps/mailchimp-campaign/

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  • Jamie Johnstone
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    Hey Jenny,

    Thanks for your reply.

    Unfortunately, the enterprise plans are a little outside our price range just to add that one feature, and the Mailchimp option looks like it's for bulk mailing as opposed to sending the odd message.

    We are looking to use this for situations such as while on a phone call we say we'll send out a form to the customer (or something like that - where the contact is initiated via another channel) and create a new ticket inside Zendesk to send this email.

    Can this be added to the feature request list? The specific feature would be the ability to set the 'from' address from one of those already set up in Zendesk (the inbound reply addresses) inside a Trigger. This would let you set up a a trigger that looks at the group or tags assigned to a new email you've just created, set the outbound address correctly, and then sent the email to the requestor.

    Cheers,

    Jamie

    1
  • Emily
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    Hi Jamie, 

    This is an interesting idea, and one you could certainly post as a feature request to our Product Feedback forum! Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.

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  • Samuel Vandamme
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    Hi,

    I'm having the same issue, is there a solution for this?

     

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  • Graeme Carmichael
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    Samuael

    There is an App, 'Select an Address' that allows you to choose the address ticket updates are sent from.

    This is in 'Zendesk Labs' (Admin>Apps>Marketplace) so it is not officially supported by Zendesk.

    1
  • Costel Olteanu
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    Hi, it worked for me. Thanks!!

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  • Colin Piper
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    I posted a tip a long while back on how to do this with a url target. ://support.zendesk.com/hc/en-us/community/posts/203464558-Setting-the-default-reply-email-address-using-a-trigger

    However using a http target is far better and I know I have posted that somewhere on these forums but I cannot find it currently. The http target is so powerful and you can update anything almost using it. In this case you are updating a field called recipient.

    1
  • Colin Piper
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    I found some of my notes on using the http target:

    HTTP target

    Title: Update Zendesk Ticket

    Url: https://domain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

    Method: PUT

    Content Type: JSON

    Basic Authentication: Enabled (use an agents login with "/token" on the end and then use the API key as the password)

     

    Trigger

    Set any conditions you need

    Perform these actions:

    Notifications: Notify target      Update Zendesk Ticket

    JSON body:

    {"ticket": {"recipient": "accounts@support.domain.com", "custom_fields" : [{"id":29710328, "value": true}]}}

     

    Some notes:

    1) In this example I not only set the Recipient value but also the value of another custom field. Just to illustrate the power

    2) The email address MUST be one that is verified as a Zendesk support email address. if not then your default support address will be used. 

    3) This update does not happen immediately. Therefore if you need to update the Recipient before you send an email notification (perhaps when a  ticket is created) you will need to do a little more trickery first. 

    4) Updating the Recipient does NOT cause an update event on the ticket therefore you cannot then fire more triggers based upon this change. 

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  • Avil Mascarenhas
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    HI @Colin

    For the 3rd point which you mentioned -

    This update does not happen immediately. Therefore if you need to update the Recipient before you send an email notification (perhaps when a  ticket is created) you will need to do a little more trickery first. 

    Whether the trick is to not to send the auto response via trigger, but to add a sleep tag and use this in automation to delay the initial email?

    But this will delay the auto response and may also affect our SLA's.

    Or is there any other trick that you used :)

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  • Brett - Community Manager
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    Hi Avil,

    The automation would most likely be the way to go here so there would be a delay in your auto-response to the requester of the ticket. Which SLA target you are you concerned about here if you were to use the automation?

     

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  • Avil Mascarenhas
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    Since Automation runs only once in an hour, the auto response for few cases can come after 1 hour and till then we might have to wait for the response from our customer, and we miss out 1 hour of not able to act on it

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  • Brett - Community Manager
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    Hey Avil,

    The auto-responses sent out from automations would not count towards your SLA targets either way unfortunately. If you're looking at the First Reply Time then this target can only be met once an agent posts a public response to the ticket manually via email or through the agent interface.

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  • McCabe Tonna
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    I was able to use Colin's suggestion and with some tweaks got it working perfectly.

    This was so we can use triggers/automations to bulk notify people from a no-reply email address.

    We use our no-reply email for specific escalations. 

    1) Channels > Email .. Create a no-reply@yourdomain 

    2) Settings > Extensions > HTTP Target

         a) https://yourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

         b) Method: Put, JSON data, Basic auth.. your username/token API token

    3) this part must be 2 triggers

        a) First part is you need to update your ticket to utilize the proper recipient (the "from" part of the email)

        b)

    c) This trigger waits for the previous trigger to finish

     

    Hope this helps

    1
  • Brett - Community Manager
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    Awesome work McCabe!

    Thanks for sharing this solution :)

    0

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