Archiving email notifications

A copy of every outgoing notification can be sent to an address of your choosing, usually for archiving obligations.

A copy of every outgoing notification can be sent to an address of your choosing, usually for archiving obligations.

Turn it on

1. Open Admin Center, then Channels, then Talk and email, then Email.
2. Find the archiving setting.
3. Enter the address that should receive the copies.
4. Save.

Why organisations use it

A regulatory requirement to retain outgoing correspondence in a system of record, usually one that is not Zendesk. Financial services and healthcare most often.

Point it at a system, not a person

This produces a copy of every notification your account sends, which is a large volume. It belongs in an archiving system or a dedicated mailbox with plenty of storage, never in somebody's inbox.

Make sure the destination does not reply

An archive address with an auto-reply, or one that forwards back into Zendesk, creates a loop. Check that the destination accepts silently.

It is not a backup

Worth being clear about. It captures outgoing notifications, not your tickets, not incoming mail, and not anything an agent wrote as an internal note. Where the requirement is to retain the whole record, this is not the mechanism.

See also

• What a mail loop is and how Zendesk prevents it
• Setting data retention
• Exporting ticket, user and organisation data