Sometimes emails are from our domain, sometimes from support@ourDomain.zendesk.com

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6 Comments

  • Marc Dufour
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    Some examples, 
    From a password change

     

    This one was a ticket submitted from the web form, but then replied to from zendesk

     

    This originated via gmail to support@domain.com and replied from zendesk

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  • Marc Dufour
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    Anyone have any suggestions before I open a support ticket? This is pretty important.

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  • Brett - Community Manager
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    Hey Marc,

    System emails are expected to come from the zendesk domain. Are emails sent to your customer also showing your Zendesk domain or just ones sent to your agents?

    Have you gone through the steps mentioned in the following article to allow Zendesk to send on behalf of your email provider? Allowing Zendesk to send email on behalf of your email domain

    The last option you'll want to double check is whether or not you've set up your external support address as the default support address. More information here Adding support addresses for users to submit tickets

    The default support address you've enabled should be used when a ticket is created from another channel such as the web form.

    If you continue to experience issues let me know!

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  • Marc Dufour
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    Thanks Brett,

    For some reason our domain email address was not the default. I've set it now.

    As you can see from the screenshots in my post above, one of the emails I received was from when I used the web form to submit. That notification came in from the Zendesk address.

    I believe we did set up the allowance to send as our address. I'll monitor with the default address change and see how it goes.

     

    Thanks,

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  • Frédéric
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    I have the same issue and I don't understand what's wrong...

    I did all of the above, but I still have the issue.

     

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  • Brett - Community Manager
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    Hi Frédéric,

    Are you running into a similar issue where tickets created from the web-form are showing the support@subdomain.zendesk.com email address? I'm assuming you've set up the default address as mentioned in the Adding support addresses for users to submit tickets article I linked?

    Any additional information you can provide is greatly appreciated!

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