Configuring Allowed Email Addresses by Group
How do I configure allowed email addresses for groups?
To configure allowed email addresses for groups, specify them in JSON format in the 'Email addresses by group' field. For example, agents in 'Group A' can use 'email1@example.com' and 'email2@example.com', while 'Group B' can use 'email2@example.com' and 'email3@example.com'. This setup allows agents to select from these addresses in the app's dropdown field.
More related questions
How do I install the Select an Address app in Zendesk?
To install the Select an Address app, head over to the Zendesk Marketplace and find the app listing. Click on 'Install', choose your Zendesk account, and follow the prompts to complete the installation. You can customize the app by entering a name…
How can I configure default email addresses for different groups in Zendesk?
You can configure default email addresses for different groups by specifying them in JSON format in the 'Default email address for groups' box. For example, you can set 'Group A' to use 'email1@example.com' and 'Group B' to use…
What are the limitations of the Select an Address app?
The Select an Address app has a few limitations, one of which is that it does not work on side conversations. This means that if you're using side conversations in your workflow, the app won't be able to change the email address for those…
How do I disable automatic email address selection for certain groups?
To disable automatic email address selection for certain groups, you need to enter a comma-separated list of group IDs in the app settings. This feature is useful if you want to review tickets with a New status without updating the address…
Can I apply default email addresses to all open tickets?
Yes, you can apply default email addresses to all open tickets by selecting the 'Apply email to group mapping on all Open tickets' checkbox. This will apply the mappings from the 'Default address for groups' setting whenever an agent views and…
How does the Select an Address app handle proactive tickets?
The Select an Address app satisfies the 'Received at' condition in business rules when creating proactive tickets. This means that the app can be used to ensure that the correct email address is used when sending out proactive communications,…
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