Plan requirement
| Subscription | Any plan |
| Access | Admin |
Forwarding is how mail sent to your address reaches Zendesk. The rule you build matters more than the setting.
Set up forwarding
- Get the target address from Zendesk, under the support address you added.
- In your own mail system, create a forwarding rule from your support address to that target.
- Forward everything, not only unread mail or mail matching a filter.
- Send a test message and confirm a ticket appears.
Forward everything
The temptation is to forward selectively, keeping a copy or filtering spam first. Both cause trouble.
- Filtering first means Zendesk never sees what your mail system judged to be spam, including the customers it got wrong.
- Keeping a copy means two places to look, and somebody will start answering from the mailbox again.
Forward all of it and let Zendesk's own suspension handle the rubbish, where you can review it.
Stop using the mailbox
Once forwarding works, the original mailbox should be empty and nobody should open it. A team that keeps answering from both has two histories, duplicate replies, and no reliable figures.
Worth saying out loud on the day you switch, because the habit is strong.
Where forwarding breaks
Some mail systems rewrite messages when forwarding, which affects how the sender is seen and can cause suspensions. If tickets arrive with your own address as the requester, that is what is happening, and the fix is in the forwarding configuration.
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