Announcing the removal of the 'Connect other' option to add support addresses

Announced on | Rollout on
August 7, 2025 | August 7, 2025

Zendesk has streamlined the process for adding new support addresses in Admin Center by removing the 'Connect other' option, which duplicated the 'Connect external address' feature. No action is required from customers as a result of this change.

This announcement includes the following topics:

What’s changing?

When is Zendesk making this change?

What do I need to do?

What’s changing?

The 'Connect other' option is no longer available when adding a new support address in the Email Settings page of Admin Center.  If you had previously used the 'Connect other' option for certain support addresses, you can utilize email forwarding features available with the ‘Connect external address’ option to add support addresses.

Why is Zendesk making this change?

Previously, the 'Connect other' option could be used to add or create certain support addresses, but that option duplicated the functionality found within the Email Forwarding option. To simplify this process and minimize confusion, we removed the 'Connect other' option.

What do I need to do?

No action is required. Any support addresses that were added using the 'Connect other' option in the past will still operate like normal.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk customer support.