Forwarding external email to other support email

Answered

10 Comments

  • Ben Van Iten
    Zendesk Community Team

    Hi James,

    Welcome to the Community! You are welcome to post any and all Zendesk questions here :)

    Just so I understand the question, are you saying that you are having problems forwarding email from external support addresses to certain .zendesk.com addresses?

    Could you clarify what kind of problems you're running into? Aka is there an error or is it just not an option? Is the issue you are running into on the Zendesk side or in your email client? As much context as you can provide I'd appreciate it.

     

    0
  • James Green

    Thanks Ben! 

    It appears to be on the zendesk side, I think. It's not an option when setting up to forward email's. I was able to get our first address "support@" to forward to support@zendesk but when trying to set up another of our own email addresses to send to another zendesk email I created "business@zendesk", it looks like the setup only allows me to forward to support@zendesk. Maybe I'm not selecting the right option when setting up the forward on the zendesk side?

     

    0
  • Heather Rommel
    Community Moderator

    Hi, I think this is expected actually. Once you're forwarding is set up, you'll be able to trigger off your forwarding email in triggers. Try it out and let us know if you have any trouble!

    0
  • James Green

    That actually makes a lot of sense... When replying back though, I'd like for it to come from our business email. Is there a config for that through triggers? 

    0
  • Ben Van Iten
    Zendesk Community Team

    Hi James,

    My apologies as I think I misunderstood your use case.

    If you add an external email address as a support address, and a customer sends a message there, a response from you will come from your business address and not the .zendesk.com address automatically. This document will hopefully shine some more light on how this works for you: Which support address are email replies sent from.

    Thanks!

    0
  • James Green

    Let me test this today and get back to you. I don't think it's working as such. 

    0
  • James Green

    Just tested it. I'll get emails to our business email into support (and I've created a view and trigger to get it where it needs to go), but when I reply it comes from business@xxx.zendesk.com ... how can I get it to come from just business@xxx?

    0
  • Ben Van Iten
    Zendesk Community Team

    Hi James,

    I'm sorry you are running into that. When you navigate to Admin>Channels>Email do you see the business@banq address listed as a support address? And does it also show that forwarding is set up properly on that address?

    Thanks!

    0
  • James Green

    Wooo! Just figured it out (with all of your help of course). It seems like we only had half of the work done. We stopped on the reply side, as we didn't know if we wanted things to route to the support@zendesk account. 

    It hadn't been added to the email list on zendesks side due to that, so I went through "connect other" and ended up throwing in the business email we wanted to connect to it and it synced up fine. Just tested and it works! Thank you!

    1
  • Heather Rommel
    Community Moderator

    James,

    Thanks so much for circling back and letting us know! Happy Zendesking!

    0

Please sign in to leave a comment.

Powered by Zendesk