Decommissioning External Zendesk Support Email
How do I decommission an external Zendesk support email address?
To decommission an external Zendesk support email address, you need to create a new native Zendesk Support address. This ensures that existing ticket responses are not lost.
First, create a unique native Zendesk Support address within the same brand as the old address. This allows for the temporary continuance of conversation threading. Then, set up a new trigger to automatically solve new tickets created with the old address and inform customers of the new address. Optionally, use tags like 'decommissioned' to prevent multiple triggers from firing. Finally, redirect the forwarding rule from the old address to the new one. For more details, check theoriginal article.
More related questions
What steps are involved in decommissioning a native Zendesk support address?
Decommissioning a native Zendesk support address involves setting up a notification trigger to inform customers of the change. Create a trigger with specific conditions and actions to notify customers that the address is being retired. If you're…
Can I use wildcard addresses when decommissioning a Zendesk support email?
Yes, enabling wildcard addresses can help ensure no emails are lost when decommissioning a support email. Wildcard addresses allow your account to accept emails sent to any address at your subdomain, including the decommissioned one. However, this…
How can I inform customers about a new support email address?
Informing customers about a new support email address can be done through triggers and notifications. Create a trigger that automatically responds to emails sent to the old address, informing customers of the new address. You can also set up…
What is the role of tags in decommissioning a Zendesk support email?
Tags play a crucial role in managing triggers when decommissioning a Zendesk support email. Use tags like 'decommissioned' or 'donotreply' as prohibitive conditions in your triggers. This prevents multiple triggers from firing upon ticket…
How can I ensure existing tickets are not lost when decommissioning a support email?
To ensure existing tickets are not lost, redirect the forwarding rule from the old support email to the new one. This allows existing tickets to continue being updated, as the ticket will be updated regardless of which support address the response…
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