Recent searches


No recent searches

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.


How can I remove "Delivered by Zendesk" from emails?

Question How can I remove the line This email is a service from [Your Zendesk name]. Delivered by Zendesk from the em...

Edited Aug 20, 2024

10 votes  ·  2 comments

10

Votes

2

Comments


How can I change the name in the outgoing email notifications?

Question The name of the email is displayed because I don't use personalized email replies in the outgoing notificati...

Edited Jan 24, 2024

8 votes  ·  11 comments

8

Votes

11

Comments


How can I stop receiving email notifications when a ticket is assigned to me?

Question How can I stop receiving email notifications when a ticket is assigned to me? Answer Any admin on the accoun...

Edited Jan 07, 2025

3 votes  ·  8 comments

3

Votes

8

Comments


Can I add custom ticket field values to email notifications?

Question Can I add custom ticket field values to email notifications? Answer Yes, add placeholders referencing the cu...

Edited Jan 24, 2024

5 votes  ·  11 comments

5

Votes

11

Comments


How do I remove the ticket properties from emails sent to my agents?

Question At the bottom of Zendesk Support email notifications sent to my agents, there are ticket properties, such as...

Edited Aug 21, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


How can I send email notifications to secondary emails?

Question How can I send Zendesk email notifications to secondary emails? Answer Support sends emails to the primary e...

Edited Feb 20, 2023

38 votes  ·  26 comments

38

Votes

26

Comments


Can I show the customer name instead of the account name in email notifications?

Question When my Zendesk Support notifies me of a received request or when a customer replies to an existing request,...

Edited Jan 24, 2024

2 votes  ·  0 comments

2

Votes

0

Comments


Can I be notified by email before a task ticket's due date?

Question I want to receive a notification before a ticket's due date comes up. Can I create an email reminder before ...

Edited Jan 07, 2025

7 votes  ·  11 comments

7

Votes

11

Comments


Why can customers see the agent's full name in email notifications?

Question Even though all my agents use an alias to hide their real names from their replies, our customers are still ...

Edited Jan 24, 2024

0 votes  ·  7 comments

0

Votes

7

Comments


Why do my customers receive multiple emails for every ticket update?

Question Why do my agents or customers receive duplicates of automated ticket update notifications? How do I stop the...

Edited Feb 17, 2025

1 vote  ·  3 comments

1

Vote

3

Comments


How can I publicly reply to a ticket through my email when comments via email are private by default?

Question How can I make a public comment through my email inbox when the option Agent comments via email are public b...

Edited Aug 21, 2024

1 vote  ·  0 comments

1

Vote

0

Comments


Can I edit or create placeholders in the email template?

Question I want to change the look and feel of the emails we send our customers. Can I edit or create placeholders in...

Edited Jan 24, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


Can I edit the email template?

Question I want to customize the look of our outgoing email. Can I edit the email template? Answer Yes, you can chang...

Edited Jan 24, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


How do I use Google Groups as a support address?

Question Why can I not use Google Groups as a support address? Answer Setting up Google Groups as a support address r...

Edited Jul 28, 2023

12 votes  ·  15 comments

12

Votes

15

Comments


Are outgoing emails in Zendesk encrypted to customers?

Question Are outgoing emails in Zendesk encrypted to end users? Answer Zendesk Support and Zendesk Chat have opport...

Edited Jan 24, 2024

5 votes  ·  0 comments

5

Votes

0

Comments


How can I update the company name in outbound email notifications?

Question I noticed that outbound emails from my account contain Your Company Name in parentheses after my agents' nam...

Edited Aug 01, 2023

4 votes  ·  2 comments

4

Votes

2

Comments


How do I edit the automatic response sent to someone who submits a ticket?

Question How do I edit the automatic response sent to someone who submits a ticket? Answer Triggers and automations s...

Edited Feb 17, 2025

6 votes  ·  29 comments

6

Votes

29

Comments


How does Zendesk handle Reply-To?

Question How does the email server of Zendesk handle a Reply-To: in email headers? Answer The mail servers of Zendes...

Edited Nov 01, 2024

9 votes  ·  4 comments

9

Votes

4

Comments


How do I remove my name in my email response?

Question I want to show only my brand name for my Support emails, instead of my name and brand name in brackets. How ...

Edited Jan 24, 2024

2 votes  ·  0 comments

2

Votes

0

Comments


Can I include the customer's original message in my auto-reply email trigger?

Question I want to update our auto-reply trigger, the Notify requester and CCs of received request trigger. Is there ...

Edited Jan 24, 2024

2 votes  ·  5 comments

2

Votes

5

Comments


Can a password reset affect my support address?

Question Can a password reset affect my support address? Will tickets stop being created? Does this process work diff...

Edited Jan 24, 2024

3 votes  ·  0 comments

3

Votes

0

Comments


Workflow: How to block the email channel

In Zendesk, you can’t stop requests from being sent by email. However, you can use a workaround to close email ticket...

Edited Jan 23, 2025

6 votes  ·  9 comments

6

Votes

9

Comments


How can I test a new email template?

Question What's the best way to test changes to the email template before it is sent to customers? Answer Zendesk ema...

Edited Feb 06, 2025

11 votes  ·  4 comments

11

Votes

4

Comments


Can I use an email alias, distribution list, or Google Group as a support address?

Question Is using an email alias, distribution list, shared mailbox, or Google Group as a support address supported? ...

Edited Jul 29, 2024

7 votes  ·  13 comments

7

Votes

13

Comments


How can I add a sender avatar in my emails?

Question I want to retain my customer's attention on an email. How can I add an email avatar in the emails sent from ...

Edited Aug 21, 2024

9 votes  ·  6 comments

9

Votes

6

Comments


How do I disable all emails sent to agents?

Question My agents do not want to receive any ticket update notifications to their email addresses. How can I stop em...

Edited Feb 12, 2025

4 votes  ·  4 comments

4

Votes

4

Comments


How do I resend emails in Zendesk?

Question My customers didn't receive my ticket replies because the triggers that notify requesters in my account were...

Edited Feb 12, 2025

1 vote  ·  0 comments

1

Vote

0

Comments


How can I format placeholders with liquid markup?

Question How can I format Zendesk placeholders with liquid markup? Answer Use output markup and filters to modify pl...

Edited Jan 24, 2024

11 votes  ·  2 comments

11

Votes

2

Comments


How can I organize incoming tickets when I have multiple support addresses?

Question Why should I add multiple support addresses? How can I organize incoming tickets when I have separate suppor...

Edited Aug 15, 2024

14 votes  ·  2 comments

14

Votes

2

Comments