Jacek Sałacki

Hi Per Ahlstedt 

There is no limit when it comes to number of mailboxes. 

I sent you in the ticket you created  some additional questions that would help us to solve this issue. 

Hi Joshua Snider 

it is not on the roadmap at this moment. 

AntonMi side conversation emails will be sent from Zendesk's infrastructure, however recipients will see your Exchange Connector data in From and Reply-to

Exchange Connector doesn't support shared mailboxes. 

To connect shared mailbox using Exchange Connector you need to convert shared mailbox to regular mailbox.  

Danny Chrismas thanks for this question.

The biggest advantage is that you are in full control of your email traffic. Every inbound and outbound mail goes through your servers not Zendesk's. Thanks to that you are able to get strict data control, compliance with regulations like HIPAA, and management of email sender reputation. 
Exchange Connector helps achieve:

• Compliance with Regulations and Internal Policies
• Email Sender Reputation Management
• Control Over Data Security and Privacy
• Customization and Flexibility in Email Management
• Deliverability Controlled and Reported on Customer End
• Ease of Use with a Mail Protocols-Agnostic Approach

We are excited to announce the launch of the Microsoft Exchange connector. This new feature lets you seamlessly connect your Microsoft Exchange email servers to your Zendesk Support instance.

This announcement answers the following questions:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

With the introduction of the Exchange connector, you can now send and receive email traffic to and from your customers using your domain’s email services. This integration ensures secure and encrypted communication between your Microsoft 365 or Exchange servers and Zendesk, allowing for automatic conversion of email messages into tickets.

Why is Zendesk making this change?

This change is aimed at enhancing the email workflow for our Microsoft customers. By leveraging the Microsoft Exchange connector, users can streamline their support processes, improve email management, and maintain a secure connection with their existing email services. This integration is designed specifically for Microsoft Exchange Online and will not support on-premises Exchange Server versions.

What do I need to do?

To start using the Exchange connector, navigate to the Channels > Email page in Admin Center and add a new support address using the Connect external address option. For detailed instructions on establishing and managing your connection, as well as technical details and requirements, refer to the following articles: 

• About the Microsoft Exchange connector
• Connecting your Microsoft Exchange account to Zendesk

If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Ian Hawkins, thanks for your questions. 

1. Managing connectors through API -  such functionality is not on our roadmap at this moment. However, your comment will help us to decide about future of Exchange Connector. 

2.  Exchange Connector will pickup all unread emails that are available in the main inbox of your email address. So, cleanup depends on your configuration (i.e. what you are doing with an email after it is forwarded). While Zendesk has a mechanism to prevent duplication of tickets it may not always work 100% due to complexity of email protocols. 

Ian Hawkins , thanks for your comment.

At this moment the best approach is to convert shared mailbox into regular user account or generate credentials for shared mailbox. And use this account or credentials to connect Zendesk with mailbox. 

In fact this approach is more robust, because such connection is not dependent on any personal account credentials. 

Can you give an indication of when this will move from EAP to production? 

At this moment we are not able to share any exact date. However this functionality is under heavy testing and developing, we should be able to share more information soon.