Email resources

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<p class="p">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. </p>
<p class="p">This page lists resources for configuring and using the email channel with Zendesk Support to meet your goals. The following resources are available:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_ux3_432_wbb">
<li class="li"><a class="xref" href="#topic_xrr_q32_wbb">Documentation</a></li>
<li class="li"><a class="xref" href="#topic_q3s_t32_wbb">Advice and troubleshooting</a></li>
</ul>
</div>
</div>
<div class="topic nested1" id="topic_xrr_q32_wbb">
<h2 class="title topictitle2" id="01H8MET7GSF81HRGS56P0DJPCF">Documentation</h2>
<h3 class="title topictitle2" id="h_01FZ0Y0B6SYXDC6CVTGVF7C42G">Getting started</h3>
<div class="topic nested2" id="topic_g3n_dbf_1k">
<div class="body">
<ul class="ul" id="topic_g3n_dbf_1k__ul_fpx_fbf_1k">
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/5612728377754" rel="noopener" target="_blank">Understanding the default email setup in Zendesk</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888639258" rel="noopener" target="_blank">A complete guide to understanding email in Zendesk - Part 1: How the email channel works</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887388058" rel="noopener" target="_blank">A complete guide to understanding email in Zendesk - Part 2: Incoming email support requests and notifications</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893474202" rel="noopener" target="_blank">A complete guide to understanding email in Zendesk - Part 3: Outgoing email notifications</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887479834" rel="noopener" target="_blank">A complete guide to understanding email in Zendesk - Part 4: Common email channel problems</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5000599601050" rel="noopener" target="_blank">Understanding the support address end-user experience</a></li>
</ul>
</div>
</div>
<div class="topic nested2" id="topic_ppj_hcf_1k">
<h3 class="title topictitle3" id="h_01JC1GRR3HF5HNY9Z2X9R3FDJJ">Setting up your email channel</h3>
<ul>
<li><a href="https://support.zendesk.com/hc/en-us/articles/4902233559450" rel="noopener noreferrer" target="_blank">Testing your email setup</a></li>
<li><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842868506" rel="noopener" target="_blank">Adding support addresses for users to submit tickets</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/8994395472922" rel="noopener noreferrer" target="_blank">Connecting your Microsoft Exchange account to Zendesk</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/6740880198810" rel="noopener noreferrer" target="_blank">About the Authenticated SMTP Connector</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/7189260823194" rel="noopener noreferrer" target="_blank">Setting up the Authenticated SMTP Connector for two-way email relay</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/8043218178842" rel="noopener noreferrer" target="_blank">Setting up the Authenticated SMTP Connector for outbound-only email relay</a></li>
</ul>
<h3 class="title topictitle3" id="01H8MET7GSVP327FCY1HD3GB8F">Using other email addresses to receive tickets</h3>
<div class="body">
<ul class="ul" id="topic_ppj_hcf_1k__ul_vsb_sdf_1k">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887209498" rel="noopener" target="_blank">Understanding personalized email replies</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886828698" rel="noopener" target="_blank">Forwarding incoming email from your existing email address to Zendesk Support</a></li>
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/5318946039578" rel="noopener" target="_blank">Accepting wildcard email addresses for support requests</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836514202" rel="noopener" target="_blank">Forwarding an email message to your support address</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886020634" rel="noopener" target="_blank">Setting up Zendesk for Microsoft Outlook integration</a></li>
<li class="li">
<a class="xref" href="https://support.google.com/a/answer/175745" rel="noopener" target="_blank">Forwarding your incoming support email to Zendesk using Gmail/Google Apps</a> (external link)</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835030426" rel="noopener" target="_blank">Enabling automatic ticket creation for your Gmail inbox</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832543770" rel="noopener" target="_blank">Allowing Zendesk to send email on behalf of your email domain</a></li>
<li class="li"><a class="article-list-link" href="https://support.zendesk.com/hc/en-us/articles/4408833416474-Decommissioning-email-support-addresses">Decommissioning email support addresses</a></li>
</ul>
</div>
</div>
<div class="topic nested2" id="topic_ivv_1gf_1k">
<h3 class="title topictitle3" id="01H8MET7GSWTYAPJMWA6TX96W5">Formatting and customizing your emails</h3>
<div class="body">
<ul class="ul" id="topic_ivv_1gf_1k__ul_bxb_cgf_1k">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886168090" rel="noopener" target="_blank">Customizing templates for email notifications</a></li>
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/8414886738970">Zendesk email design cookbook</a></li>
<li><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883361946" rel="noopener" target="_blank">Setting up an unformatted email template</a></li>
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/4408832356762">Using the email template with multiple brands</a></li>
<li>
<a href="https://support.zendesk.com/hc/en-us/community/posts/4409506682394" target="_self">A better email template for Zendesk</a> (Community tip)</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884153242" rel="noopener" target="_blank">Formatting options for agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828563866" rel="noopener" target="_blank">Disabling and enabling rich content in incoming emails</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887209498" rel="noopener" target="_blank">Enabling personalized email replies</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822471322" rel="noopener" target="_blank">Adding an agent signature to ticket email notifications</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893352986" rel="noopener" target="_blank">Adding a team member alias</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822303386" rel="noopener" target="_blank">Digitally signing your email with DKIM</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824350746" rel="noopener" target="_blank">Customizing the welcome email and the account verification email</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/4408883100058" rel="noopener" target="_blank">Using single sign-on (SSO) to customize your end-users' knowledge base, email templates, and ticket forms</a></li>
</ul>
</div>
</div>
<div class="topic nested2" id="topic_xp5_cgf_1k">
<h3 class="title topictitle3" id="01H8MET7GSPNCSCJ0V8B62V7TK">Changing the messages of email notifications</h3>
<div class="body">
<ul class="ul" id="topic_xp5_cgf_1k__ul_zp5_cgf_1k">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_dwq_zoy_tb" rel="noopener" target="_blank">Editing and cloning triggers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626-Creating-and-managing-automations-for-time-based-events#topic_rsh_miv_ub" rel="noopener" target="_blank">Editing and cloning automations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888639258-Getting-started-with-email-in-Zendesk#topic_zjr_tws_wd" rel="noopener" target="_blank">Getting started with email - Part 1: How the email channel works</a></li>
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/4565992897562" rel="noopener" target="_blank">Understanding simplified email threading</a></li>
<li class="li"><a class="article-list-link" href="https://support.zendesk.com/hc/en-us/articles/4552860143514" rel="noopener" target="_blank">Implementing simplified email threading for email applications</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330-Using-placeholders" rel="noopener" target="_blank">Using placeholders</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883291290-Using-Liquid-markup-to-customize-comments-and-email-notifications" rel="noopener" target="_blank">Understanding Liquid Markup and Zendesk Support</a></li>
</ul>
</div>
</div>
<div class="topic nested2" id="topic_vfz_dgf_1k">
<h3 class="title topictitle3" id="01H8MET7GTYYVZKC76KXAW4QG3">Managing email access</h3>
<div class="body">
<ul class="ul" id="topic_vfz_dgf_1k__ul_xfz_dgf_1k">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893912986-Permitting-only-users-with-approved-email-addresses-to-submit-tickets" rel="noopener" target="_blank">Permitting only users with approved email addresses to submit tickets (setting up a restricted Zendesk)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482" rel="noopener" target="_blank">Configuring CC and follower permissions</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822451482" rel="noopener" target="_blank">Using CCs, followers, and @mentions</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886840986" rel="noopener" target="_blank">Using the allowlist and blocklist to accept, reject, or suspend email support requests</a></li>
<li class="li"><a class="article-list-link" href="https://support.zendesk.com/hc/en-us/articles/4408823267738-Email-encryption-and-private-email-relay-services">Email encryption and private email relay services</a></li>
</ul>
</div>
</div>
<div class="topic nested2" id="topic_q3b_ggf_1k">
<h3 class="title topictitle3" id="01H8MET7GT54TPH8NFMP4HR1E1">Managing tickets with email</h3>
<div class="body">
<ul class="ul" id="topic_q3b_ggf_1k__ul_s3b_ggf_1k">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888722842" rel="noopener" target="_blank">Setting up to provide email-only support</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839419034" rel="noopener" target="_blank">Using the Mail API to update ticket properties from your inbox</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836514202" rel="noopener" target="_blank">Passing an email to your support address</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832876442" rel="noopener" target="_blank">Viewing the HTML and original source for incoming tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893355418" rel="noopener" target="_blank">Archiving ticket email notifications (Enterprise)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882016666" rel="noopener" target="_blank">Detecting an end-user's language from an email message</a></li>
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/7917145637530" rel="noopener noreferrer" target="_blank">Understanding email delivery failures in the Zendesk Agent Workspace</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/4408889145882" rel="noopener" target="_blank">Workflow recipe: Notifying external email addresses</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298" rel="noopener" target="_blank">Creating organizations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836366362">About mail loops and Zendesk email</a></li>
</ul>
</div>
</div>
<div class="topic nested2" id="topic_sr4_342_wbb">
<h3 class="title topictitle3" id="01H8MET7GTQTMW9H82FDA94VGC">Managing spam and suspended tickets</h3>
<ul>
<li><a href="https://support.zendesk.com/hc/en-us/articles/4408833946394" rel="noopener noreferrer" target="_blank">Resources for preventing and managing spam</a></li>
<li><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889141146" rel="noopener" target="_blank">Understanding and managing suspended tickets and spam</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/4408832828186" rel="undefined" target="_self">Tips to combat spam and protect your business</a></li>
<li><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834669082" rel="noopener" target="_blank">Setting up suspended ticket notifications</a></li>
<li><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828416282" rel="noopener" target="_blank">Causes for ticket suspension</a></li>
<li><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832102042" rel="noopener" target="_blank">Guidelines for reviewing suspended tickets</a></li>
<li><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893392922" rel="noopener" target="_blank">Viewing, recovering, and deleting suspended tickets</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/4408821985818" rel="noopener" target="_blank">Authenticating incoming email (SPF, DKIM, DMARC)</a></li>
</ul>
<div class="body">
<h3 id="h_a81ba5d3-8ae9-44a9-98d3-860f054fe972">Using CCs and followers</h3>
<ul>
<li><a href="https://support.zendesk.com/hc/en-us/articles/4408836035866" target="_self">CCs and followers resources</a></li>
</ul>
<h2 class="title topictitle2" id="01K4AWJ189QXSDZ5FXPQCJR50S">Advice and troubleshooting</h2>
</div>
</div>
</div>
<div class="topic nested1" id="topic_q3s_t32_wbb">
<div class="body">
<div class="p">
<ul class="ul">
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/4412991936922" rel="noopener noreferrer" target="_blank">Workflow: Ensuring email system compatibility with Zendesk</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834888730" rel="noopener" target="_blank">Common issues with email deliverability</a></li>
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/4408821028250" rel="noopener" target="_blank">Make your emails stand out by adding a sender avatar</a></li>
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/4867238761626" rel="noopener" target="_blank">What are SPF, DNS, and TXT records?</a></li>
<li class="li"><a href="https://support.zendesk.com/hc/en-us/articles/4408843421210" rel="noopener" target="_blank">How to stop an email loop</a></li>
<li class="li">
<a href="https://support.zendesk.com/hc/en-us/sections/4405298901658" style="background-color: #ffffff; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" target="_self">See more...</a><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"></span>
</li>
</ul>
</div>
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</div>
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