问题
是否支持使用电邮别名、分发列表、共享邮箱或 Google Groups 作为客服电邮地址?
回答
由于电邮路由和故障排除的复杂性，Zendesk 不支持使用别名、分发列表、共享邮箱、Google Groups 或任何非标准电邮客户端或服务。但是，许多公司都已成功设置并维护此类配置，而没有出现过问题。Zendesk 发现了这点并不会阻止他们使用。
连接此类配置
- 确保您的电邮转发已正确设置。
- 在管理中心，选择侧栏中的渠道，然后选择 Talk 和电邮 > 电邮。
- 在 Support 地址部分,选择添加地址 > 连接其他。
- 在文本字段中输入电邮地址。
- 选择是，我已转发此地址...复选框。
- 单击下一步。
别名、分发列表、共享邮箱和 Google Groups 很常见，但也会带来独特挑战和复杂性：
- 复杂路由和故障排除：添加另一个处理层会增加因垃圾信息过滤器或电邮丢失而产生的可送达性风险。
- 电邮标头格式错误：中继可能更改电邮标头，导致 SPF、DKIM 或 DMARC 问题。
- 电邮处理的善变性：电邮行为可能因处理者和参数而异，因此非常需要一个直接而简单的途径。
注意：Zendesk 强烈建议使用标准电邮地址，以便最大程度提高可送达性。此类不受支持的配置可能导致 Zendesk 无法解决的问题。如果您使用这些选项，Zendesk 将无法帮助解决出现的任何问题。
如果您想连接到 Google Groups，请参阅文章：如何使用 Google Groups 作为客服电邮地址？
18 条评论
Ryan Winkler
Hey The Original DKNY,
It looks like the intent here may have been "lost in translation", so I figured hearing from me directly might help pepper some additional context.
My original intent of this article is to provide a way to "thread a needle of support" so you aren't left finding out about this after you go through setting your services up, as stated. We do not block them and if you are able to set them up and maintain them yourself, you will have no issue, as many companies do so without issue.
I meant this as an acknowledgement and "heads up" that we've seen the woes of using them, and we can't troubleshoot a system outside of our products (such as your google group, or otherwise) and consequently will cause you frustration and confusion when troubles arise.
We figured it's better to mention it more explicitly and provide additional context, instead of setting you up for failure or frustration without it, while also suggesting use of a non alias or distribution group to circumnavigate issues in the first place.
I took a look at your article and it looks like how they describe aliases serve a similar purpose (and overlapping functionality) as External support addresses. Setting up each address in the way that article suggests let's you take advantage of functionality such as brands, business rules and more.
Using both in conjunction can also add another layer of complexity (and additional relay/processing "jump") which, depending on context and configuration could end up negatively affecting your deliveribility either due to spam filtering or being "lost" in one of the layers. We've also seen on numerous occasions where a relay can malform email headers, causing SPF/DKIM/DMARC issues.
Email can be more fickle depending on who is processing it (and what parameters are used), so we'll always advocate using the most direct and simple pathway possible, in addition to using the features we build that we CAN help you out with and support on our end.
So while aliases are definitely "not out of the norm", they can add some "gotchas" and some behavior which have thrown people off if you're unaware, and could result advocacy having to "turn you away" without solving your problem if you hit one of them (since many times the configuration issue occurs outside of our products).
Regarding feedback and requests --
Our product teams immensely value and actively review feedback requests, and works to provide solutions broadly based on them, and problems surrounding them. We're a passionate bunch and definitely don't want you to walk away feeling unheard or ignored or worse, so let me be the first to cheerlead and advocate for you to keep the feedback rolling! We love them, and want to hear more, sarcasm or not! The best avenue would be within our Ticketing feedback community, although we do our best to see them everywhere.
I hope this helps add more context, but if I missed something, let me know and I will be glad to jump back in and chat a bit more.
3
Salim Cheurfi
Je vous recommande de voir avec leur support pour avoir plus d'information concernant le fonctionnement de l'Antispam et voir pourquoi ces emails ne passent pas de leur côté, et ouvrir un ticket avec nos services si nécessaire. Nos équipes restent à votre disposition.
0
Anne-Flore Caire
Bonjour.
Merci pour le retour.
Via une liste de distribution, je ne perd pas le Message-ID.
Via la procédure que vous m'avez envoyé, je ne le perds pas non plus.
Mais dans les deux cas, les emails ne passent pas dans l'antispam Microsoft avant d'être transféré dans Zendesk. Ce qui ne nous va pas non plus.
On n'arrive pas à trouver un paramétrage Exchange où on a la fois la conservation du Message-ID dans Zendesk et le passage dans notre antispam Microsoft avant le transfert.
C'est surprenant... et sacrément gênant.
(Et non, ça ne nous convient pas de n'utiliser que l'antispam Zendesk moins performant et que notre Responsable Securité ne peut absolument pas contrôler. Et surtout l'accès aux emails suspendus dans Zendesk n'est accessible qu'aux admins, alors qu'on a des solutions pour les droits de nos utilisateurs pour qu'ils débloquent eux-mêmes les emails dans l'antispam Microsoft)
0
Salim Cheurfi
Je suis navré, nous ne prenons pas en charge les listes de distribution, nous conseillons d’utiliser les services de messageries standard sans Alias ou routage particulier dû a une liste de distribution.
Si vous avez une adresse de groupe de distribution comme décrit ici, vous pouvez essayer de mettre en place une redirection Microsoft vers l’adresse Zendesk https://learn.microsoft.com/fr-fr/exchange/recipients/user-mailboxes/email-forwarding?view=exchserver-2019.
Nous ne pouvons pas confirmer que cela fonctionnera, car tout se passe du côté de Microsoft. Comme vous l’avez remarqué, vous pouvez avoir des soucis au niveau des spams et perte de message-ID en utilisant une redirection vers un groupe de distribution.
De notre côté, nous pouvons seulement vous inviter à utiliser une messagerie standard.
N’hésitez pas à ouvrir un ticket si besoin, nous restons à votre disposition.
Cordialement.
0
Anne-Flore Caire
Bonjour Ryan Winkler
Est ce que vous auriez le même type de préconisation à faire pour des adresse emails Microsoft Exchange ? J'ai des problématiques identiques avec des problèmes suivant si on paramètre des emails d'assistance en tant que Liste de distribution (problème avec l'antispam Microsoft qui ne passe qu'après la diffusion dans Zendesk) ou SharedMailbox (avec perte du Message-ID initial quel que soit le type de paramétrage de transfert testé). En sachant que le paramétrage en tant qu'Alias est effectivement à proscrire aussi.
Merci par avance.
0
The Original DKNY
Thank you for updating, but just want to point email aliases were in fact defined as SHOULD BE SUPPORTED by SMTP services, servers, and clients. Please read RFC5321 Section 3.9. That was adopted for ratification in 2008.
This has been an open and often requested feature. I guess your feature request notices from the Community are an email alias or google group and that is why this functionality does not exist. (Sarcasm is still free).
Just say you don't support it, rather than say it's not part of a defined IETF Standard, as it clearly is part of the defined SMTP standard. While it may not be a MUST be implemented to meet the standard, it is a SHOULD which often becomes a de-facto MUST based on best practices relating to the standard.
If email aliases are so outside the norm, why do Google, Microsoft, Zoho, Lotus, MajorDOMO, and LSoft ListServ all support and have documentation stating they support Aliases as part of the normal and defined function of SMTP services for clients and servers?
The top: 3 most common aliases are directly related to the main use cases for Zendesk Suite and Sell https://blog.101domain.com/google-workspace/most-common-email-aliases
0
Nara
0
Sean Morrissey
There appears to be a glitch with the introduction of simplified messaging and/or the new SPAM filtering that has broken google groups seamlessly working with zendesk.
0
Ian Pylvainen
Hi, we use a Google Group to forward emails to our support site and that group address has an alias. When I send emails to the alias, they get forwarded to Zendesk and Zendesk clearly recognizes that the email came from the alias address in the ticket events. Is there any way then to create a trigger etc that recognizes that an email was sent to the alias and not to the original email?
0
Viji Hari
Hi Dave Dyson, thank you! I looked at the article- it speaks to using GG as a support email address. I wanted to know if I can create a new ticket and send it to a google address instead of an individual mail ID.
0
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