Plan requirement
| Subscription | Any plan |
| Access | Admin |
It is not blocked, and plenty of companies run one without trouble. But Zendesk does not support aliases, distribution lists, shared mailboxes or Google Groups as a support address, and does not guarantee or troubleshoot that arrangement. A dedicated forwarding address is the one that is supported.
What happens if I point a distribution list at Zendesk?
The three documented reasons are the ways it goes wrong: routing becomes complex and hard to trace, the extra processing layer raises the risk of mail being lost or caught by spam filters, and the group can malform the headers, which produces SPF, DKIM and DMARC problems.
The practical consequence is about who diagnoses it. When mail stops arriving through a distribution list, that is yours to work out and ours to work out with you, not something anybody can escalate. If that is acceptable, the checklist below keeps it working. If not, put a dedicated forwarding address in front of it.
If you use one anyway, check these four
- External senders are allowed to post. Groups often default to members only, so customer mail is rejected before it ever reaches you.
- The group does not rewrite the sender. Some do, and then every ticket appears to come from your own address, agents lose abilities on those tickets, and the fix is on the group rather than in Zendesk.
- Forwarding is set on the group, not on one member's mailbox.
- No auto-reply is attached, because that loops against your own acknowledgement.
A plain alias that delivers into a mailbox is the least troublesome. The complications belong to groups and lists, which do more than deliver. Test from another provider rather than from a colleague: internal mail often bypasses exactly the settings that cause the problem.
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