Email resources

You have a lot of flexibility in how you use email in Zendesk Support. The email channel works out of the box with no setup necessary. But if you like, you can configure it to make it work the way you want.
This page lists resources for configuring and using the email channel with Zendesk Support to meet your goals. The following resources are available:


Documentation
Advice and troubleshooting




Documentation
Getting started



Understanding the default email setup in Zendesk
A complete guide to understanding email in Zendesk - Part 1: How the email channel works
A complete guide to understanding email in Zendesk - Part 2: Incoming email support requests and notifications
A complete guide to understanding email in Zendesk - Part 3: Outgoing email notifications
A complete guide to understanding email in Zendesk - Part 4: Common email channel problems
Understanding the support address end-user experience




Setting up your email channel

Testing your email setup
Adding support addresses for users to submit tickets
Connecting your Microsoft Exchange account to Zendesk
About the Authenticated SMTP Connector
Setting up the Authenticated SMTP Connector for two-way email relay
Setting up the Authenticated SMTP Connector for outbound-only email relay

Using other email addresses to receive tickets


Understanding personalized email replies
Forwarding incoming email from your existing email address to Zendesk Support
Accepting wildcard email addresses for support requests
Forwarding an email message to your support address
Setting up Zendesk for Microsoft Outlook integration

Forwarding your incoming support email to Zendesk using Gmail/Google Apps (external link)
Enabling automatic ticket creation for your Gmail inbox
Allowing Zendesk to send email on behalf of your email domain
Decommissioning email support addresses




Formatting and customizing your emails


Customizing templates for email notifications
Zendesk email design cookbook
Setting up an unformatted email template
Using the email template with multiple brands

A better email template for Zendesk (Community tip)
Formatting options for agents
Disabling and enabling rich content in incoming emails
Enabling personalized email replies
Adding an agent signature to ticket email notifications
Adding a team member alias
Digitally signing your email with DKIM
Customizing the welcome email and the account verification email
Using single sign-on (SSO) to customize your end-users' knowledge base, email templates, and ticket forms




Changing the messages of email notifications


Editing and cloning triggers
Editing and cloning automations
Getting started with email - Part 1: How the email channel works
Understanding simplified email threading
Implementing simplified email threading for email applications
Using placeholders
Understanding Liquid Markup and Zendesk Support




Managing email access


Permitting only users with approved email addresses to submit tickets (setting up a restricted Zendesk)
Configuring CC and follower permissions
Using CCs, followers, and @mentions
Using the allowlist and blocklist to accept, reject, or suspend email support requests
Email encryption and private email relay services




Managing tickets with email


Setting up to provide email-only support
Using the Mail API to update ticket properties from your inbox
Passing an email to your support address
Viewing the HTML and original source for incoming tickets
Archiving ticket email notifications (Enterprise)
Detecting an end-user's language from an email message
Understanding email delivery failures in the Zendesk Agent Workspace
Workflow recipe: Notifying external email addresses
Creating organizations
About mail loops and Zendesk email




Managing spam and suspended tickets

Resources for preventing and managing spam
Understanding and managing suspended tickets and spam
Tips to combat spam and protect your business
Setting up suspended ticket notifications
Causes for ticket suspension
Guidelines for reviewing suspended tickets
Viewing, recovering, and deleting suspended tickets
Authenticating incoming email (SPF, DKIM, DMARC)


Using CCs and followers

CCs and followers resources

Advice and troubleshooting







Workflow: Ensuring email system compatibility with Zendesk
Common issues with email deliverability
Make your emails stand out by adding a sender avatar
What are SPF, DNS, and TXT records?
How to stop an email loop

See more...





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