Can I send emails from a generic or group email address in Sell?

Question

I need to use a generic or group email address rather than the email address of individual users on outbound emails in Sell. My users only communicate with customers from a generic address and should not use their own email addresses. Can I send emails from a generic email address in Sell?

Answer

You can connect a generic or group email address in Sell, but the recommended approach is for each user to connect and use their own individual email address.

If you choose to use a generic or group email address, start by increasing your Sell email limit. Before you do so, confirm with your email admin or IT team what your email provider’s send limits are, and make sure that you don’t exceed those limits.

Note that each Sell user can connect only one mailbox to their account. However, you can connect the same generic email address to each user’s account. To do this, follow the instructions in Integrating email with Zendesk Sell.

If you decide to connect a generic or group email address, keep the following limitations in mind:

You won’t be able to see which user sent each email

You won’t be able to report on email activity by user

Fields such as Days since last communication won’t be user-specific

Users may open emails not intended for them and mark them as read

For more information, see Are shared mailboxes supported in Sell?

Disclaimer: Zendesk does not officially support shared, generic, or group email addresses in Sell. The steps below serve as a workaround for instruction only and might not be supported by Zendesk Customer Support.