Understanding personalized email replies

When an agent or end user adds a public comment to a ticket in Zendesk, the user's name is included in the Reply From address in email notifications. This feature is calledpersonalized email repliesand can be turned off to omit the user's name.


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Summary: ◀▼
Personalized email replies include the agent's or end user's name in the Reply From address of ticket email notifications, enhancing clarity on who sent the message. This feature works with both Zendesk and external email addresses but can be turned off if preferred. It doesn't function with Microsoft Exchange connectors or when email pass-through is enabled.




When an agent or end user adds a public comment to a ticket in Zendesk, the user's name is
included in the Reply From address in email notifications. This feature is
called personalized email replies and can be turned off to omit the
user's name.
This article contains the following sections:
About personalized
email replies
Examples of
personalized replies in email addresses
Turning off
personalized email replies




About personalized email replies

Personalized email replies are used in email notifications originating
from both agents and end users. The sender can be any type of Support user (an
internal agent or admin, or an external end user), and the email
notification can go to any recipient. For example, a request can add
a public reply to all CCs on the ticket.
When an agent adds a public comment to a ticket, the email notification
includes the agent's alias, if there is one, or their
name from
their user profile. When an end user adds
a public reply, the email notification includes the end user's name
from their user profile.
With personalized email replies enabled, the user's name is included in
the Reply From address.

The example below shows how email notifications look to end users if you
turn off personalized email replies.

Personalized email replies work with all of your Zendesk Support email
addresses, whether you are using variations of your Zendesk email
address (support@yoursubdomain.zendesk.com) or external email
addresses. They also work with wildcard email
addresses. If you have wildcard emails enabled, and a
user sends email to an address that is not a known support
address, the Reply From address will use your default support
address and include the user's name.


Considerations



Personalized email replies may appear
differently depending on the notification event
and ticket activity. In some cases, the sender
shown in the email reply may be the support
address, an agent, or the end user who triggered
the notification.
Due to Microsoft API limitations, personalized
email replies don't work with the Microsoft Exchange
connector. The Microsoft account
configuration determines the sender name on
outgoing emails sent from the Exchange
server.
If you have email pass through
enabled, it overrides personalized email
replies.






Examples of personalized replies in email addresses

When you have personalized email replies enabled, the replying agent's
name or end user's name is included in the Reply From address in
email replies. The address used in the Reply From address depends on
whether you use a Zendesk address or an external email address to
receive support requests.


Using Zendesk email addresses with personalized email replies

If you are using Zendesk email addresses, the following table
shows what the Sent To and Reply From addresses look like
with personalized email replies, and users email one of your
known support addresses.









Sent To
Reply From




support@yoursubdomain.zendesk.com
Claire Grenier (Support Address Name)
<support@yoursubdomain.zendesk.com>


help@yoursubdomain.zendesk.com
Ben Gunther (Support Address Name)
<help@yoursubdomain.zendesk.com>


sales@yoursubdomain.zendesk.com
Donna Rohrs (Support Address Name)
<sales@yoursubdomain.zendesk.com>








Using external email addresses with personalized email replies

If you are using external email
addresses, the following table shows what the
Sent To and Reply From addresses look like with personalized
email replies.









Sent To
Reply From




support@mycompany.com
Claire Grenier (Support Address Name)
<support@mycompany.com>


help@mycompany.com
Ben Gunther (Support Address Name)
<help@mycompany.com>


sales@mycompany.com
Donna Rohrs (Support Address Name)
<sales@mycompany.com>









Turning off personalized email replies

When you turn off personalized email replies, the replying user's name
doesn't display in the Reply From address in email replies.

To turn off personalized email replies
In Admin Center, click
Channels in the sidebar, then select Talk and email > Email.
In the Email settings section, deselect Personalized
email replies.
Click Save.




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