Using External Email in Zendesk: What to Expect
What happens if I use an external email address not added in Zendesk?
Using an external email address not added in Zendesk can create tickets, but it has drawbacks.
The external address might be added as a CC'ed end user on all tickets, which can be confusing for your agents. Notifications will be sent from your default Zendesk address instead of your external one, which might not align with your branding. Additionally, you won't be able to use the 'Ticket: Received at' trigger condition. If you later try to add this email as a support address, you might encounter an error stating the email is already used.
For more information, refer to the originalZendesk article.
More related questions
Can I forward emails into Zendesk without setting up forwarding?
Yes, you can forward emails into your Zendesk account without setting up forwarding, but it's not recommended. When you use an external email address that isn't added as a support address in Zendesk, it can lead to some issues. For instance, the…
Why is using an external email address in Zendesk not recommended?
Using an external email address in Zendesk without adding it as a support address is not recommended due to several issues. Firstly, the external address may be added as a CC'ed end user on all tickets, which can confuse your support agents….
How can I resolve the 'This email address is already used' error in Zendesk?
If you encounter the 'This email address is already used' error in Zendesk, it means the email is already added as an end user account. This error typically occurs when you use an external email address to create tickets without adding it as a…
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