Zendesk Reply Address Mismatch Explained
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 Talk, Chat, or API.
Additionally, if the support address is an email alias, group, or distribution list, these can impact the email address from which ticket replies are sent. To learn more about using email aliases or distribution lists as support addresses, you can refer to the relevant Zendesk articles.
More related 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….
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 ensure…
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 triggered…
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