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How to reply to a ticket with a Support Email Address of your choice?



Posted Nov 24, 2020

Hi Everyone,

I’m Claudia from the Asia Customer Success team. One of the queries I get asked a lot from my clients is: How to reply to a ticket with a Support Email Address of your choice?


Currently, there is no native way to achieve this, below are 3x possible workarounds.

1. The Select an Address app in Zendesk Marketplace provides this functionality. This app uses the API tickets object to set the recipient for the ticket. The recipient is the original recipient's email address of the ticket. The change of address is done manually.

If you are subscribed to the Basic plan, you can set up default addresses by group, as well as allowed email addresses by group. Any addresses used here must already be listed in the support addresses for your Zendesk instance.

 

2. The Reply From app allows you to automatically change the email based on the group / brand of a ticket. This app provides the option to define the "send from email" depending on the group the ticket is assigned to (not just brand). Companies have multiple teams within one brand, and need to define different "sent from" emails to (among other things) make clear to customers "who is dealing with their requests". The change of address is also done manually.



3. Another way to automatically change the recipient address of a ticket is to update via the Support API, update the recipient address value to the support address you wanted to send out from. Simply specify the support address using the "recipient" JSON object.

==

An example using Create Request API:

{
"request": {
"requester": {"name": "Test", "email": "testing@gmail.com"},
"subject": "This is a test API Request ",
"comment": {"body": "This is a test API Request" },
"recipient": "recipientemail@ofyourchoice.com"
}
}

==


Hope this helps!


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4

4 comments

thanks for this excellent resource!

curious though, will any of these solutions also work with side-conversation initiated emails?

rachel

0


I am heading up IT at my company and our employees who use zendesk are wondering if it is possible to make outgoing messages show from their work email addresses vs our support@supio.com address. Is this possible?

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image avatar

iulian Ursu

Zendesk Customer Care

Dear Damara,
 
Thank you for your inquiry.
 
The email channel within Zendesk operates using email addresses that are designated as Support emails. All email communications, both inbound (which generate tickets) and outbound (which consist of update notifications from tickets), are conducted through these designated email addresses. Specifically, if a ticket is generated from an email received at support@abc.com, the notifications pertaining to this ticket will be dispatched from support@abc.com. The workaround mentioned in the referenced post pertains to the alteration of the support email address.
 
Consequently, I regret to inform you that it is not feasible to send notifications from personal email addresses or any addresses that are not registered as support addresses within Zendesk.
 
I trust this clarifies your inquiry.

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To reply to a ticket with a support email address of your choice, you need to configure your email settings in your support platform. Most systems allow you to set up multiple support email addresses and choose one as the default or select it manually when responding to tickets. If you're using vblink customer support, you can customize the sender email through the settings or contact their support team for guidance. This ensures that your replies appear professional and consistent with your brand.

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