Plan requirement
| Subscription | Any plan |
| Access | Admin |
Email in Zendesk has two halves that are configured separately: mail coming in, and mail going out under your name.
Incoming
Every account has an address at your Zendesk subdomain that works immediately. Mail sent there becomes a ticket.
What you almost certainly want is your own address instead, and that works by forwarding: mail arrives at your address, your mail system forwards it to Zendesk, and Zendesk makes the ticket.
Outgoing
Replies are sent by Zendesk but should appear to come from your domain. Receiving mail servers check whether that is legitimate, using DNS records you publish: SPF says Zendesk may send for you, DKIM signs the messages.
Without them your replies are treated as suspicious and a proportion land in spam. Nobody reports that, because from the customer's side you simply did not answer.
How replies stay on one ticket
Zendesk identifies the ticket from the message, so a customer replying to your email lands on the existing ticket rather than creating a new one. That is why replying to an old thread about something new produces a ticket with the wrong subject.
What gets held back
Not everything becomes a ticket. Suspected spam, automated replies, out-of-office messages and mail failing authentication are suspended instead, in a list somebody should look at.
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