Understanding the default email setup in Zendesk

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

One of the first things you’ll need to decide before using Zendesk is how to set up your email. Because email is an important channel for tickets, your email experience matters for both end users and agents. A default email experience is already active and ready to use.

This is your email address:

support@yoursubdomain.zendesk.com

The yoursubdomain portion of the address is your Zendesk subdomain.

Here’s what you can expect when using the default email experience:

A customer sends an email to your default address saying, “Hi, I need help!” Immediately, a ticket is created, and the customer receives an automated notification from the same address stating that you received their ticket and you’re working on it.

The default email experience consists of the following parts:

Email address. A user sends a support request to your default email address, where a ticket is created.
You can provide your users with additional email addresses for submitting tickets. If you already use one or more external email addresses for support, you can continue to use them and automatically forward your email to Zendesk.

Email notification triggers. The user automatically receives email notifications related to the request, which are controlled by triggers.
You can edit these triggers to change the wording of the automated email notifications or use them as is.

Email template. A single email template controls the look of the email notifications.
You can modify the template to add your branding, but a corresponding trigger controls the text of each notification.

See A complete guide to understanding email in Zendesk for a deep dive into how the email channel works.