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Unable to add email aliases to Zendesk (Channels > Emails)
Posted Jun 29, 2016
We recently tried added 4 external emails to Zendesk. We've set it up so that they forward to support@contextlogic.zendesk.com. However, we've also added corresponded aliases that show up as _______@wish.com. The @contextlogic.com and @wish.com addresses both go to the same inboxes.
However, with the new process of adding external emails onto Zendesk, linking it through Google only added the @contextlogic.com version of the email addresses. This means that none of the @wish.com ones were officially added on.
We've tried everything we can to get those added, to no avail. Now emails being sent to @wish.com version of the emails are coming into Zendesk but not filtering through the queues that we've set up triggers for. Currently the triggers only recognize the @contextlogic.com emails since they're the only ones officially added into Zendesk > Channels > Emails.
Can someone please give us a work around for this? The @wish.com email aliases are the ones that we share with our customers, not the @contextlogic.com ones.
Thank you!
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8 comments
Official
Ryan Winkler
Hi Everyone --
Just came across this from another customer and wanted to give a quick update, from a support perspective. While we still do not support the use of aliases and distribution lists, due to instability and consistency of the emails themselves, we do allow you to use them at your own risk (which many do).
There is now a new option under the "Add Address", listed as "Connect other", please use this for anything that will not pass DNS lookups (Aliases/Google Groups/Distribution lists):
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Erick
Was going through this yesterday Paula. I spoke with a few reps who were able to finally assist. The new set up won't allow aliases to be forwarded to Zendesk like they use to be. I want this feature back to avoid having my clients needing to purchase another license (gmail) just for support. That was my work around, purchasing another license that only is used for support tickets which then go to Zendesk.
Hope I was able to help in any way.
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Paula
Hi Erick,
Thanks so much for your feedback. Do you know how many aliases are included in this license?
Also, is this change something that Zendesk is currently working on reversing?
Looking forward to hearing from you.
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Erick
Speaking on Gmail specifically, I'm pretty sure there is not a number on how many aliases you can create per license.
Zendesk is not working on this unfortunately. The only way I see it coming to fruition is if enough people request this be an option.
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Paula
Sorry, I think I may not have conveyed this clearly. You mentioned, "...purchasing another license that only is used for support tickets which then go to Zendesk."
Did you mean that users will now have to purchase another Zendesk license or Gmail license?
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Erick
No worries. You'd have to have another license from Gmail.
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Owen Pragel
@erick @paula
Spoke with Zendesk support and understand what's going wrong here. They now look up your domain's DNS records to determine if you use Google Apps/Office 365/etc, and then incorrect assume you want to use a user account and forward from it in a very simple, consumer-friendly way.
Here's the workaround - you can still addresses in the old way using this address: yourzddomain.zendesk.com/settings/recipient_addresses/new
I think there's a fair chance Zendesk will change how this functionality works soon. Last, this is my recommended guide for setting up support addresses in Google Apps, it does not require users, groups, or aliases - just mail routes:
https://support.zendesk.com/hc/en-us/community/posts/203459116-How-to-use-Google-Apps-email-address-and-your-own-domain-with-Zendesk
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Nicole Saunders
This thread has been closed for comments by the Zendesk Community Team due to inactivity. If you have a question related to this thread, please start a new post.
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