Email addresses per brand

Each brand needs its own support addresses, and each domain needs its own authentication records or replies land in spam.

Each brand needs its own support addresses, and each domain needs its own authentication records or replies land in spam.

Add an address to a brand

1. Open Admin Center, then Channels, then Talk and email, then Email, then Manage support addresses.
2. Add the support address as you would any other.
3. Assign it to the brand.
4. Set up forwarding from your own mail system to the address Zendesk gives you.
5. Add the SPF and DKIM records for that domain.
6. Send a test message and confirm it lands on the right brand.

The brand is set by the address

A ticket arriving at an address takes that address's brand. This is the main way brands get assigned, and it is why an address left on the wrong brand quietly misroutes everything sent to it.

Authentication is per domain, not per account

The step people skip. If your second brand uses a different domain, that domain needs its own SPF and DKIM records. Your first brand's records do nothing for it.

The symptom is unpleasant: everything appears to work, tickets arrive, replies are sent, and a proportion of them silently land in customers' spam folders. Nobody reports that, because from their side you simply did not answer.

Check what the customer sees

Send from an outside address to each brand and look at what arrives. The sender name, the address it comes from, and the signature should all be that brand's. If any of them say your other brand, a template or trigger needs attention.

See also

• Setting up SPF, DKIM and DMARC
• Business rules for multiple brands
• Adding a support address