Question

How do I start using email in Zendesk?

Answer

Use emails in Zendesk tickets by following these steps:

Follow a tutorial in your own subdomain

Set up a support email address

Verify your set up

Follow the tutorial in your own subdomain

Complete a tutorial in your own account by selecting your subdomain:

Go to my account

Disclaimer: This button takes you to a page for admins only. This option is limited to accounts where the default language is English. Ad blockers might block this experience.

Set up a support email address

There are 2 ways of setting up support email addresses from this path: Product tray > Admin Center > Channels > Talk and Email > Email. Pick the option you need:

Adding a zendesk.com support address

Adding your existing email address to Zendesk Support

Verify your set up

If you set up an existing email address with your own domain, a confirmation should appear on your Email settings:

If errors appear, solve them with the help of your server administrator. Validate any errors as per the screenshot above. For more information on solving these issues, see the articles below:

Setting up forwarding on your mail server

Allowing Zendesk to send email on behalf of your email domain

If you solved any errors, send a test email to your support email address and verify that it creates a ticket in your account. Reply from that ticket to ensure that email replies are sent.

Note: If your external support email address has been added without any errors, but emails don't send from tickets, see this article: How can I tell if Zendesk is sending email notifications to customers?

To learn more about email in Zendesk, see the articles below:

Understanding the default email setup in Zendesk

A complete guide to understanding email in Zendesk