Email Reply Addresses in Zendesk - Frequently asked questions
Discover answers to common questions about email reply addresses in Zendesk. Learn which support address replies are sent from and more.
Frequently asked questions
What support address are email replies sent from in Zendesk?
Email replies in Zendesk are sent from the support address they are received at. This means if a customer emails a specific support address, the reply will come from that same address. However, for tickets not created by email, such as those…
How can I change the support address for a specific ticket in Zendesk?
To change the support address for a specific ticket in Zendesk, you can set up a trigger that looks for a specific tag. By adding this tag to a ticket, such as through a checkbox, the appropriate trigger can fire to change the support address….
Why does the reply address not match the support address it was sent to in Zendesk?
The reply address might not match the support address it was sent to if the ticket was not created by email. In such cases, replies are sent from the default address set in the Support addresses page. This can happen with tickets created through…
Can I use an email alias or distribution list as a support address in Zendesk?
Yes, you can use an email alias, distribution list, or Google Group as a support address in Zendesk. However, these can impact the email address from which ticket replies are sent. If you're experiencing issues with email delivery or want to…
How can I prevent Zendesk from using the default email address for auto replies?
By design, Zendesk will choose the default email address for auto replies. However, you can disable this by using the Select an Address app, which allows you to set default email addresses for each group. To change the default address for…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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