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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?
Edited Nov 15, 2023
2 votes · 0 comments
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Edited May 30, 2024
2 votes · 2 comments
2
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2
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How are incoming emails threaded to tickets?
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
Edited Apr 22, 2024
0 votes · 2 comments
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2
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Why doesn't the To field of the followers notifications show the requesters' email address?
Edited Dec 11, 2023
0 votes · 0 comments
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Light agent doesn't receive email notifications when sending a ticket to Zendesk
Edited Jan 06, 2025
1 vote · 0 comments
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Can I use the same support address for multiple brands?
Edited Nov 21, 2022
0 votes · 0 comments
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How to verify forwarding, SPF, DNS, and TXT records in Zendesk?
Edited Sep 25, 2024
2 votes · 0 comments
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How do I start using email in Zendesk?
Edited May 30, 2024
3 votes · 0 comments
3
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Edited Jan 24, 2024
1 vote · 4 comments
1
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4
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Why do some of my customers see the Zendesk logo in their email?
Edited Aug 21, 2024
2 votes · 0 comments
2
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Can I send an email in my inbox and prevent the reply from creating a ticket?
Edited Jan 24, 2024
0 votes · 0 comments
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Are all my emails created as tickets in Zendesk when I connect my Gmail address?
Edited Aug 21, 2024
0 votes · 0 comments
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Can I send a different response to a customer based on their email address?
Edited Jun 29, 2023
0 votes · 2 comments
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2
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Can I change which support address sends an email reply using a trigger?
Edited Jan 24, 2024
0 votes · 4 comments
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4
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Can I stop the emails sent to agents about a new request?
Edited Aug 21, 2024
0 votes · 0 comments
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If my email is not sent will it resend automatically?
Edited Jan 24, 2024
1 vote · 0 comments
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I don't receive email updates when a customer responds to a ticket
Edited Jan 06, 2025
2 votes · 4 comments
2
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4
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Edited Jan 24, 2024
0 votes · 0 comments
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How can I stop notifications to customers when their ticket is received?
Edited Jan 06, 2025
2 votes · 0 comments
2
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Does Zendesk allow S/MIME emails?
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?
Edited Feb 22, 2024
2 votes · 2 comments
2
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2
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Edited Feb 22, 2023
12 votes · 0 comments
12
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How can I view the original recipients of a ticket I received in Zendesk Support?
Edited Aug 28, 2023
5 votes · 4 comments
5
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4
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What happens to emails that I receive while my account is suspended?
Edited Jan 24, 2024
11 votes · 0 comments
11
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Why is "via zendesk.com" showing next to my support address in email messages?
Edited Jan 24, 2024
5 votes · 0 comments
5
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Which support address are email replies sent from?
Edited Sep 14, 2023
8 votes · 20 comments
8
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20
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Can I send out mass emails campaigns to customers from Zendesk?
Edited Mar 27, 2023
7 votes · 5 comments
7
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5
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How do I forward tickets to an external user?
Edited Nov 04, 2024
26 votes · 14 comments
26
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14
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How does Zendesk send email notifications?
Edited Aug 09, 2024
4 votes · 8 comments
4
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8
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