Intermediate
How to connect email channels for tickets on Zendesk
Quick Answer
Connect email channels in Zendesk by accessing Admin Center, navigating to Channels > Email, and adding your email address with proper authentication. Zendesk will verify domain ownership and configure email routing automatically.
Prerequisites
- Zendesk Administrator access
- Email domain ownership verification
- DNS management access
- Valid email address to connect
1
Access Email Channel Settings
Log into your Zendesk instance and click the Admin Center icon (gear symbol) in the sidebar. Navigate to Channels in the left menu, then select Email. Click the Add email address button to start configuring a new email channel.
Tip
Ensure you have admin privileges before attempting to add email channels
2
Enter Email Address Details
In the Add email address dialog, enter the email address you want to connect (e.g., support@yourcompany.com). Select the appropriate Brand from the dropdown if you have multiple brands configured. Choose whether this will be your Default ticket email address if desired.
Tip
Use a dedicated support email address rather than personal emails for better organization
3
Configure Email Settings
Set the Display name that will appear in outgoing emails. Configure the Email forwarding method by selecting either Forwarding to Zendesk or External email server. For forwarding, you'll receive a unique forwarding address from Zendesk to configure in your email provider.
Tip
External email server setup requires IMAP/POP3 credentials and is more complex but offers better control
4
Verify Domain Ownership
Zendesk will provide a TXT record that you need to add to your domain's DNS settings. Copy the provided TXT record value and add it to your DNS management console. The record typically looks like
zendesk-verification=abc123. Wait for DNS propagation (usually 15-30 minutes).Tip
Contact your IT team or hosting provider if you don't have access to DNS settings
5
Configure Email Routing
Once domain verification is complete, set up email routing in your email provider. For Email forwarding, create a forwarding rule from your support email to the Zendesk-provided address. For External server, enter your IMAP/POP3 server details including hostname, port, username, and password.
Tip
Test the connection using the 'Test connection' button before saving
6
Set Up Email Notifications
Navigate to Objects and rules > Triggers to configure automated email responses. Ensure triggers like Notify requester of received request and Notify requester of comment update are enabled. Customize email templates under Workspaces > Agent tools > Email templates.
Tip
Review default triggers as they may need customization for your workflow
7
Test Email Integration
Send a test email to your newly configured email address from an external email account. Verify that a ticket is created in Zendesk with the correct details. Check that automated responses are sent back to the original sender. Monitor the Events log under Admin Center > Logs and reports for any errors.
Tip
Test both inbound and outbound email functionality before going live
Troubleshooting
Domain verification fails
Double-check that the TXT record is added correctly to your DNS settings. Use tools like
nslookup or online DNS checkers to verify the record is propagating. Allow up to 48 hours for full DNS propagation.Emails not creating tickets
Verify email forwarding rules are correctly configured in your email provider. Check the Email logs in Admin Center > Logs and reports for delivery errors. Ensure the forwarding address matches exactly what Zendesk provided.
External email server connection fails
Verify IMAP/POP3 server settings including hostname, port, and authentication credentials. Check if your email provider requires app passwords or has two-factor authentication enabled. Try using SSL/TLS encryption settings.
Outbound emails marked as spam
Configure SPF, DKIM, and DMARC records in your DNS settings using Zendesk's provided values. Add Zendesk's IP addresses to your SPF record. Consider using a dedicated sending domain for better deliverability.
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