Email resources

What's my plan?

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

Support | Team, Professional, or Enterprise

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