Archiving ticket email notifications


Many businesses maintain archives of their customer communications as a standard practice or for legal purposes. You can enable automatic email archiving, sending a copy of every outbound email notification to a BCC address. The BCC address is to an external email account to maintain the archive outside Zendesk. This can be set up by an admin or anagent in a custom rolewith permission to manage ticket settings.


What's my plan?







All Suites

Enterprise or Enterprise Plus










Support

Enterprise









Many businesses maintain archives of their customer communications as a standard practice or for
legal purposes. You can enable automatic email archiving, sending a copy of
every outbound email notification to a BCC address. The BCC address is to an
external email account to maintain the archive outside Zendesk. This can be
set up by an admin or an agent in a custom role with
permission to manage ticket settings.
Zendesk doesn't recommend using a Gmail or Yahoo address for email archiving
purposes. Gmail and Yahoo institute rate limits and are not designed to
handle increased traffic loads. Free email accounts should not be used for
commercial archiving purposes.

Note: Automatic email archiving does not include email notifications from side
conversations.

To set up email archiving

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Assignments and notifications to expand it.
Under Email Archiving, enter an external email address.
Free email accounts like Gmail and Yahoo are not
recommended due to their rate limits.

Click Save.


All ticket email communication will now also be sent to the BCC address for
archiving.

{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408893355418-Archiving-ticket-email-notifications",
"url": "https://support.zendesk.com/hc/en-us/articles/4408893355418-Archiving-ticket-email-notifications",
"headline": "Archiving ticket email notifications",
"description": "You can enable automatic email archiving by sending a copy of every outbound ticket email notification to an external BCC address, excluding side conversation notifications, to maintain an archive outside the system.",
"articleSection": "Managing your email",
"datePublished": "2021-10-16T17:08:14+00:00",
"dateModified": "2026-05-26T21:01:54.367389+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408893355418-Archiving-ticket-email-notifications"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}
