Plan requirement
| Subscription | Any plan |
| Access | Admin |
A copy of every outgoing notification can be sent to an address of your choosing, usually for archiving obligations.
Turn it on
- Open Admin Center, then Objects and rules, then Tickets, then Settings.
- Expand Assignments and notifications and find email archiving.
- Enter the external address that should receive the copies. Every outbound notification is sent there as a BCC.
- Save.
When you need this
If you have to retain outgoing correspondence in a system of record outside Zendesk, this is how you feed it. That obligation is most common in financial services and healthcare, and it applies to the email your agents send, not only to the tickets.
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.
Zendesk names the trap specifically: do not use a Gmail or Yahoo address. Both apply rate limits and are not built for this kind of traffic, so a free account will start dropping the archive you were relying on.
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.
There is one exclusion to know by name: side conversation notifications are not archived. So the correspondence with a supplier or another department, which is often the part somebody wants later, is exactly the part this misses.
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