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General questions about email and email template

Articles that answer common questions about emails and customization of the email template. Content includes articles about changing the names on email notifications, removing logos and branding, tutorials on how to send emails, expected behaviours for different email workflows, email delimiter, email notification questions, liquid markup, and others.


What are SPF, DNS, and TXT records? 

Question Why do I need SPF, DNS, and TXT records in Zendesk? What is DMARC and DKIM? What is CNAME? Answer Important...

Edited Nov 15, 2023

2 votes  ·  0 comments

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How to test my email setup

window.dataLayer = window.dataLayer || []; window.dataLayer.push({'contentGroup2':'Advice and Troubleshoo...

Edited May 30, 2024

2 votes  ·  2 comments

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How are incoming emails threaded to tickets?

Question How are incoming emails threaded to tickets? Answer When an inbound email is received, Zendesk checks the em...

Edited Dec 12, 2024

1 vote  ·  0 comments

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My ticket is not showing the content of an email forwarded from Outlook

Issue symptoms When I automatically or manually forward emails from Outlook to a Zendesk support address, I can't see...

Edited Apr 22, 2024

0 votes  ·  2 comments

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Why doesn't the To field of the followers notifications show the requesters' email address?

Question Why doesn't the To field of the followers email notifications show the requester's email address? Answer Th...

Edited Dec 11, 2023

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Light agent doesn't receive email notifications when sending a ticket to Zendesk

Issue symptoms A light agent sends an email to a Zendesk support address. However, they never receive an email notifi...

Edited Jan 06, 2025

1 vote  ·  0 comments

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Can I use the same support address for multiple brands?

Question Can I use the same support address for multiple brands? Answer It's not possible to use the same support ad...

Edited Nov 21, 2022

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How to verify forwarding, SPF, DNS, and TXT records in Zendesk?

Question How can I check my SPF records? Where do I confirm if my DNS records are correct? How can I see if TXT recor...

Edited Sep 25, 2024

2 votes  ·  0 comments

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How do I start using email in Zendesk?

Question How do I start using email in Zendesk? Answer Use emails in Zendesk tickets by following these steps: Follo...

Edited May 30, 2024

3 votes  ·  0 comments

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How do I send an email?

Question How do you send emails in Zendesk? Answer You compose emails in tickets and business rules send those emails...

Edited Jan 24, 2024

1 vote  ·  4 comments

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Why do some of my customers see the Zendesk logo in their email?

Question Why does Zendesk display the Zendesk logo as the sender’s avatar for some email clients? Answer This behavio...

Edited Aug 21, 2024

2 votes  ·  0 comments

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Can I send an email in my inbox and prevent the reply from creating a ticket?

Question I have some emails that come through the main email box that is connected to Zendesk. However, I want to use...

Edited Jan 24, 2024

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Are all my emails created as tickets in Zendesk when I connect my Gmail address?

Question Are all my emails created as tickets in Zendesk when I connect my Gmail as a support address? Will the recip...

Edited Aug 21, 2024

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Can I send a different response to a customer based on their email address?

Question Can I send a different response to a customer based on their email address? Answer Yes. To send a different ...

Edited Jun 29, 2023

0 votes  ·  2 comments

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Can I change which support address sends an email reply using a trigger?

Question Can I change which support address sends an outgoing email reply using a trigger? Answer You cannot choose w...

Edited Jan 24, 2024

0 votes  ·  4 comments

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Can I stop the emails sent to agents about a new request?

Question Can I remove the notifications my agents receive every time a customer creates a ticket? The notification co...

Edited Aug 21, 2024

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If my email is not sent will it resend automatically?

Question Will my tickets automatically resend to customers? I fixed my email notification trigger, do I need to submi...

Edited Jan 24, 2024

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I don't receive email updates when a customer responds to a ticket

Issue symptoms I'm not getting email updates when a user has a follow-up email. I only get notifications about the fi...

Edited Jan 06, 2025

2 votes  ·  4 comments

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Can I add emails with the same title of an existing ticket as a comment instead of creating a new ticket?

Question Is it possible to have an email with the same subject line as an existing ticket threaded as a comment inste...

Edited Jan 24, 2024

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How can I stop notifications to customers when their ticket is received?

Question How do I prevent end users from being notified that their ticket was received? Answer To prevent end users f...

Edited Jan 06, 2025

2 votes  ·  0 comments

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Does Zendesk allow S/MIME emails?

Question Does Zendesk allow S/MIME emails? Answer No, SMIME emails are not supported. The content of an SMIME email a...

Edited Jan 24, 2024

1 vote  ·  1 comment

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Why do I receive the error: DNS records are not set up correctly?

Question I am trying to allow Zendesk to send an email on behalf of my domain, but I receive the error DNS records ar...

Edited Feb 22, 2024

2 votes  ·  2 comments

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How can I remove the "##- Please type your reply above this line -##" from my outgoing email notifications?

Question How can I remove the ##- Please type your reply above this line -## from my outgoing email notifications? A...

Edited Feb 22, 2023

12 votes  ·  0 comments

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How can I view the original recipients of a ticket I received in Zendesk Support?

Question How can I view the original recipients of an I received in the ticketing system? Answer To see the original...

Edited Aug 28, 2023

5 votes  ·  4 comments

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What happens to emails that I receive while my account is suspended?

Question What happens to emails that I receive while my account is suspended? Answer Emails sent to your support addr...

Edited Jan 24, 2024

11 votes  ·  0 comments

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Why is "via zendesk.com" showing next to my support address in email messages?

Question How can I remove via zendesk.com from appearing next to my support address? Why does the warning SPF does no...

Edited Jan 24, 2024

5 votes  ·  0 comments

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Which support address are email replies sent from?

Question What support address are email replies sent from? Why does the reply address not match the support address i...

Edited Sep 14, 2023

8 votes  ·  20 comments

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Can I send out mass emails campaigns to customers from Zendesk?

Question Can I send out mass marketing emails or newsletter campaigns to customers from Zendesk? Answer No, there is ...

Edited Mar 27, 2023

7 votes  ·  5 comments

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How do I forward tickets to an external user?

Question I need to forward tickets to a new external email outside of Zendesk. How can I forward tickets to an extern...

Edited Nov 04, 2024

26 votes  ·  14 comments

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How does Zendesk send email notifications?

Question How do I send an email in Zendesk? Are emails sent as soon as I submit a ticket? Answer Business rules gener...

Edited Aug 09, 2024

4 votes  ·  8 comments

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