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

Usually yes, and the way the group is configured decides whether it works or produces confusing tickets.

Usually yes, and the way the group is configured decides whether it works or produces confusing tickets.

What to check

• External senders are allowed to post. Groups often default to members only, so customer mail is rejected before it ever reaches you.
• The group does not rewrite the sender. Some do, which makes every ticket appear to come from your own address.
• Forwarding is set on the group, not on one member's mailbox.
• No auto-reply is attached. That produces a loop with your own acknowledgement.

The symptom when it is wrong

Tickets arriving with your support address as the requester, and agents unable to reply. That is the group rewriting the sender, and it is fixed on the group rather than in Zendesk.

Aliases are simpler

A plain alias that delivers into a mailbox generally works without any of this. The complications belong to groups and distribution lists, which do more than deliver.

Test from outside

Send from an address on another provider, not from a colleague. Internal mail often bypasses exactly the settings that cause the problem.

See also

• Resolving From and Reply-to address conflicts
• Forwarding email from your own address