Plan requirement
| Subscription | Any plan |
| Access | Admin |
Zendesk can accept mail sent to any address at your support domain. That catches typos and old addresses, and it makes your suspended list busier.
What it does
Normally only addresses you have added become tickets. With wildcard addresses enabled, anything at that domain is accepted, whether or not you configured it.
Turn it on
- Open Admin Center, then Channels, then Talk and email, then Email.
- Enable accepting wildcard email addresses.
- Save.
Where it helps
- Campaign addresses created on the fly, such as one per event, without configuring each.
- Old addresses still on printed material, which keep working.
- Typos. Mail to a slightly misspelled address still reaches you.
That last one is genuinely valuable. Customers mistype addresses and normally the message bounces without either side knowing.
What it costs
Spam. Automated senders try common addresses at every domain, and with wildcards on, all of it arrives. Most is suspended, but the suspended list gets considerably busier.
You also lose the signal that an address was wrong, because everything works.
Worth pairing with a rule
If you turn it on, consider a trigger that tags tickets arriving at an address you did not configure. That keeps the benefit while letting you see what is actually being used.
Comments
0 comments
Article is closed for comments.