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 Manage support addresses, then Add address, and choose Connect external address.
3. Pick the brand, choose Email forwarding and continue.
4. In your own mail system, forward everything from your address to the Zendesk support address it names.
5. Back in Zendesk, fill in your own address at Enter forwarding address and save.
6. Open the options menu next to the address and choose Verify forwarding. Zendesk sends a test message to check it arrives.

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.

Skip this and 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