Hi Everyone,

I’m Claudia from the Asia Customer Success team. One of the queries I get asked a lot from my clients is: How to reply to a ticket with a Support Email Address of your choice?

Currently, there is no native way to achieve this, below are 3x possible workarounds.

1. The Select an Address app in Zendesk Marketplace provides this functionality. This app uses the API tickets object to set the recipient for the ticket. The recipient is the original recipient's email address of the ticket. The change of address is done manually.

If you are subscribed to the Basic plan, you can set up default addresses by group, as well as allowed email addresses by group. Any addresses used here must already be listed in the support addresses for your Zendesk instance.

2. The Reply From app allows you to automatically change the email based on the group / brand of a ticket. This app provides the option to define the "send from email" depending on the group the ticket is assigned to (not just brand). Companies have multiple teams within one brand, and need to define different "sent from" emails to (among other things) make clear to customers "who is dealing with their requests". The change of address is also done manually.

3. Another way to automatically change the recipient address of a ticket is to update via the Support API, update the recipient address value to the support address you wanted to send out from. Simply specify the support address using the "recipient" JSON object.

==

An example using Create Request API:

{
"request": {
"requester": {"name": "Test", "email": "testing@gmail.com"},
"subject": "This is a test API Request ",
"comment": {"body": "This is a test API Request" },
"recipient": "recipientemail@ofyourchoice.com"
}
}

==


Hope this helps!