Notifying external email targets

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<p class="p">You can notify email targets when a ticket is created or updated. Email targets
can be used in automation and trigger actions. First you configure a target
and then you specify the target using the <em class="ph i">Notify by &gt; Target</em>
action.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_2nj_fsn_vt">
<li class="li"><a class="xref" href="#topic_hvf_eoa_vb">Setting up a
target</a></li>
<li class="li"><a class="xref" href="#topic_cjz_eqa_vb">Using targets in
automations and triggers</a></li>
<li class="li"><a class="xref" href="#topic_y12_xl5_rjb">Avoiding timeout errors</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hvf_eoa_vb">
<h2 class="title topictitle2" id="ariaid-title2">Adding an email target</h2>
<div class="body">
<div class="note note">
<span class="notetitle">Note:</span>
<ul class="ul" id="topic_hvf_eoa_vb__ul_bzt_2mx_tzb">
<li class="li">Trial accounts are limited to a maximum of ten
targets.</li>
<li class="li">When two-factor authentication is enabled for agents or
admins, you can only use an API token to
authenticate your targets, using "<a class="xref" href="mailto:email@example.com" target="_blank">email@example.com</a><em class="ph i">/token</em>" and your
token as a password.</li>
</ul>
</div>
<p class="p">You can use ticket triggers or automations to send emails to a specific
address. The sending address is the default address associated with
your brand.</p>
<p class="p">Email notifications sent to an external Support address on another
Support account with whom you have ticket sharing agreements are
rejected by the target email address. A ticket will not be created.
This prevents an email loop. If you need to share support requests
with another Support account, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886265370" target="_blank">ticket sharing feature</a>
instead.</p>
<p class="p">Also, to prevent an email loop, you can't notify your own account's
support addresses. </p>
<div class="p">
<strong class="ph b">To add a target</strong><ol class="ol" id="topic_hvf_eoa_vb__ol_mpq_bpa_vb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_hvf_eoa_vb__d7e2173" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Targets &gt; Targets</strong>.</span></li>
<li class="li">Select <strong class="ph b">Add target</strong>.</li>
<li class="li">Select <strong class="ph b">Create target</strong> from the drop-down list at
the bottom of the page. If you want to test the
target before adding it, select <strong class="ph b">Test target</strong>. </li>
<li class="li">Click <strong class="ph b">Submit</strong>.</li>
</ol>
</div>
<p class="p">Once you've set up targets, you can edit, delete, and deactivate and
reactivate them. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835069978" target="_blank">
Managing external targets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cjz_eqa_vb">
<h2 class="title topictitle2" id="ariaid-title3">Using email targets in automations and triggers</h2>
<div class="body">
<p class="p">Once you've set up email targets, you can use them in automations and triggers. You can enter up
to 8192 characters in the body of <em class="ph i">Notify by &gt; Target</em>
actions. </p>
<p class="p">Since you're interacting with external targets, there may be a delay
between when a trigger or automation runs and when you'll see the
results in the external target .</p>
<div class="p">Here's an example of a trigger that notifies a target email address when
an urgent ticket is created: <ul class="ul" id="topic_cjz_eqa_vb__ul_rc4_ngx_cbc">
<li class="li">Meet all of the following conditions<ul class="ul" id="topic_cjz_eqa_vb__ul_dld_pgx_cbc">
<li class="li">
<strong class="ph b">Ticket &gt; Ticket</strong> | <strong class="ph b">Is</strong> |
<strong class="ph b">Created</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Priority</strong> | <strong class="ph b">Is</strong> |
<strong class="ph b">Urgent</strong>
</li>
</ul>
</li>
<li class="li">Actions<ul class="ul" id="topic_cjz_eqa_vb__ul_p2z_4gx_cbc">
<li class="li">
<strong class="ph b">Notify by &gt; Target</strong> | <strong class="ph b">My Email
Target</strong>
</li>
</ul>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_y12_xl5_rjb">
<h2 class="title topictitle2" id="ariaid-title4">Avoiding timeout errors</h2>
<div class="body">
<p class="p">If a timeout error is received within 10 seconds of a request being made,
Zendesk retries the request. After 21 consecutive failed attempts to
retry the request, Zendesk deactivates the target. You'll need to
reactivate the target before you can use it again. </p>
<p class="p">Zendesk admins receive a notification when a target is automatically
deactivated. They don't receive a notification when a target is
manually deleted or deactivated.</p>
<div class="p">The following are the most common causes of timeout errors:<ul class="ul" id="topic_y12_xl5_rjb__ul_lqv_qzx_wr">
<li class="li">The message body in the trigger or target page is
blank.</li>
<li class="li">There's a problem with the receiving server.</li>
</ul>
</div>
</div>
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