Understanding Email Forwarding in Zendesk
Discover how email forwarding to Zendesk works and how it affects ticket creation. Learn about managing communications with side conversations.
How does email forwarding work with Zendesk?
Email forwarding to Zendesk automatically creates tickets. When you set up a forwarding rule from your external email address to Zendesk, every incoming email to that address is converted into a ticket in your Zendesk account.
This setup is useful for managing customer inquiries efficiently, but it means that any reply to these emails will also generate a new ticket. If you want to manage communications differently, consider using side conversations to keep some interactions separate from the main ticket thread.
More related questions
Can I send an email without creating a Zendesk ticket?
No, if your email is connected to Zendesk, replies will create tickets. If you've set up a forwarding rule from your external email address to Zendesk, any reply to that email will automatically generate a ticket in your Zendesk account. This is…
What are side conversations in Zendesk?
Side conversations allow private user notifications without ticket clutter. In Zendesk, side conversations are a feature that lets you communicate with users or team members without including the entire ticket thread. This is particularly useful if…
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“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.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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