Sometimes emails are from our domain, sometimes from support@ourDomain.zendesk.com
AnsweredI can't quite figure out the reasons behind it but sometimes emails are sent from our domain, sometimes from support@ourDomain.zendesk.com
I know that , for example, when I changed a password on an account, I recieved an email from the Zendesk address.
When I email in a ticket, replies from the agent are from the proper domain email.
I'd like everything to come from and send to our domain address. How do I make this happen? If I look at the emails in the Email channel I see 2 zendesk.com addresses and one of our own. I even see a gmail address that we'll never use.
Any help would be great.
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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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Anyone have any suggestions before I open a support ticket? This is pretty important.
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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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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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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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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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We have this issue and have created a ticket - 5653601. We can't get anyone to follow up with us to help us get it resolved.
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Hello Mark Cygan,
I looked into your pending ticket and one of our specialists requested some information about your current issue in their last reply. If you could share that information in your specialist would be able to continue to help you with this issue.
Best regards.
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I don't have any previous replies. Please advise.
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Hi Mark,
It looks like you were cc'd on the ticket, while it was requested by your colleague Dave. He seems to have received the responses; maybe check in with him on this issue?
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