Adding a support address

Adding your own address so customers write to you rather than to a Zendesk subdomain. Two halves, and both need doing.

Adding your own address so customers write to you rather than to a Zendesk subdomain. Two halves, and both need doing.

Add the address

1. Open Admin Center, then Channels, then Talk and email, then Email.
2. Click to add a support address and choose to connect an external address.
3. Enter your own address, such as support at your domain.
4. Zendesk shows the target address to forward to. Copy it.
5. In your own mail system, forward everything from your address to that target.
6. Return to Zendesk and verify the forwarding.

Then the outgoing half

Replies are sent by Zendesk but appear to come from your domain. Add the SPF and DKIM records Zendesk shows you, and verify them.

Skipping this is the most common setup mistake. Everything works at first, and then a growing share of your replies quietly lands in spam.

Test before you announce it

Send from an outside address on a different mail provider. Confirm three things: a ticket is created, your reply arrives, and replying again lands on the same ticket rather than opening a second one.

Which brand it belongs to

Where you run several brands, assign the address to the right one. A ticket takes the brand of the address it arrived at, so an address on the wrong brand misroutes everything sent to it.

See also

• Setting up SPF, DKIM and DMARC
• Testing your email setup
• Forwarding email from your own address
• Verifying an end user's email address