Why Avoid External Emails in Zendesk Setup
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. Secondly, notifications will be sent from your default Zendesk address rather than your external one, which might not match your company's branding. Lastly, you won't be able to use the 'Ticket: Received at' trigger condition, limiting your workflow options.
For more details, visit the originalZendesk article.
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What happens if I use an external email address not added in Zendesk?
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