Adding email support addresses for multiple brands

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When managing multiple brands, you can add support email addresses for each brand. Consider that email templates are shared across brands, and changing a brand for a support address requires deletion and recreation. Tickets sent to multiple addresses create only one ticket. Customize notifications with triggers and manage tickets using side conversations and transfers.





Location: Admin Center > Channels > Talk and email > Email

If you support multiple brands, a support email address is created
for each brand you add. For example, support@brand.zendesk.com. You also
have the option to create additional support addresses for a brand.
This article covers the following topics:
Considerations when using multiple support addresses for a brand
Adding a support address for one of your brands




Considerations when using multiple support addresses for a brand

When configuring and using multiple support addresses for a brand, consider the
following:
Your account has a single email template that cannot be modified
by brand. If you want your email notifications to customers to
vary based on the brand of the ticket, you can create multiple
triggers to do this. For information, see Using the email template with multiple
brands.
If you create a Zendesk support address for a brand, you cannot
change the brand that address is associated with. To change the
brand for a Zendesk support address, you'll need to delete the
address and recreate it. If you create an external support
address, you can change the brand the address is associated with
by clicking edit next to the external support address
name. For more information see, Adding
a Zendesk support address and Adding
an external support address.
Tickets
created by agents will appear to customers as sent from the
default support address of the brand that is associated with the
ticket. For more information on changing the default address,
see Setting
a default support address.
Even
if an email is sent to more than one of your support addresses,
only one ticket is created in Support. It won't result in one
ticket for each of the support addresses that received it. Use
side conversations
and ticket transfers to
share the ticket among brands.





Adding a support address for one of your brands

You can add more support addresses for your brand. For more information about
support addresses, see Adding support addresses for
users to submit tickets.

To add a support address for one of your brands
In Admin Center, click
Channels in the sidebar, then select Talk and email > Email.
Click Manage support addresses. Your support addresses
appear in a list and are organized by brand.

Click Add address, then click Create new Zendesk
address.
Select the brand for which you're adding a support address.
Add the address prefix, such as billing in
billing@mysubdomain.zendesk.com.
Click Save. The support address is listed under the
associated brand.






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