How to change the from email address? | Community
Skip to main content

How to change the from email address?

  • February 10, 2020
  • 10 replies
  • 0 views
M

Hi!

We have two different ticket types (not a system field) and two different email addresses in our settings.

It works fine when a ticket request is sent by email to the different email addresses but when entered by the portal its just the default email that is set to "from".

How can we change it to be different when adding diffrent values in our "Ticket type" field?

 

Can we add the "Via" value on a created ticket some how (I guess this is what changes the from address, right?).

 

Best regards

 

// Mia 

    10 replies

    A
    • Anonymous
    • February 12, 2020

    Hello Mia,

    What you'd like to change is called the 'recipient' address. As far as I know you cannot do this with triggers.

    I've built some (private) custom solutions in the past, but there's a public one by Zendesk in the marketplace:
    https://www.zendesk.com/apps/support/select-an-address/

    It doesn't automate it for you (although the paid tier might), but it allows your agents to change this address. Which isn't possible in the native interface.

    With kind regards,

    Sebastiaan
    Sparkly ⭐

    M
    • Mia13
    • Author
    • February 12, 2020

    Hi Sebastiaan!

    This does unfortunately not solve our problem because the first triggered email is sent before the agent makes any changes to the ticket. Then still the default recipient address will be the sender of that email.

    I will take a look at your solution but I think this would be a nice feature for you to add into the Zendesk Support!

    Any plans for that?

    Best regards

    // Mia

    A
    • Anonymous
    • February 12, 2020

    Hello Mia,

    In that case the app won't help you out indeed. Maybe somebody else knows a workaround for this scenario.

    I don't know if there are any plans to add this (just to be sure; I don't work for Zendesk, I'm just a member of the community ;)).

    With kind regards,

    Sebastiaan
    Sparkly ⭐

    T
    • Tyler40
    • May 22, 2020

    394736074034 you can create a trigger that will send an api call to Zendesk that changes the recipient. I worked on this last night and it works for everything except the very first auto email saying "your ticket has been created". However, if the customer responds to that auto response, the recipient email will stay the same. It will also be fixed for any public response from the agent and auto triggers going forward. Here is how to do it:

    1. Go to settings>extensions>add target>HTTP target.
    2. Title it whatever you want.
    3. For the URL, put https://<insert domain here>.zendesk.com/api/v2/tickets/{{ticket.id}}.json
    4. Method = PUT
    5. Basic Auth  = Enabled
    6. Put in admin credentials
    7. Click the drop down to "create target" and submit. There is no need to test the target.

    It should look something like this:

    After that, go to create a trigger:

    1. Put whatever conditions you want to trigger the change.
    2. For the action, select notify target and select the http target you just made.
    3. Then put the following in the JSON body:
      {"ticket":
      {"recipient": "<insert from email here>" }
      }

    It should look something like this after:

    Again, this will not change the from address for the first trigger letting the customer know that a ticket was created.

     

    Brett13
    • Brett13
    • Community Manager
    • May 22, 2020

    Thanks for taking the time to write up this detailed solution Tyler :)

    Maria17
    • Maria17
    • May 11, 2021

    Great @Tyler Lamparter!

    Thank you!!!

     

    J
    • John50
    • September 21, 2021

    @Tyler Lamparter's solution seems to be good, but for some reason it's not working for me in our Sandbox instance. I've got everything added as noted, and I created a new email address in ZD to use as the recipient, but it's not changing it even though I can see the trigger is firing. 

    On the HTTP target, it still shows 0 successful sends. Not sure why. Is there another setting that perhaps conflicts with this setup? 

    Thanks for any help!

    Dave12
    • Dave12
    • September 22, 2021

    Hi John,

    The one thing I can think that might be going on is that the url of the Target needs to match your Sandbox instance, not your main Zendesk instance. However, I'd caution you that using targets to modify the same ticket that the trigger is working on is not supported and may fail to function. See Can I use a trigger and a target to update tickets?

    D
    • David16
    • March 7, 2025

    Is this functionality not yet possible? We've tried using the API but this doesn't seem to apply for agent-created tickets

    Elaine14
    • Elaine14
    • June 11, 2025
    Hi D.Fitz,
     
    Currently, changing the "from" email address for agent-created tickets via the API is limited and may not apply as expected. This is because agent-created tickets often use the agent's default email or the system default for outgoing messages.
     
    To customize the "from" address, you typically need to set up and verify support addresses within your Zendesk Admin settings. Then, you can assign those email addresses at the brand or support address level to control what shows as the sender.
     
    If you're using the API and want to specify a different "from" address, ensure that the email address is verified in your Zendesk and linked properly to your support channels or brands. Unfortunately, the ability to override the "from" address for agent-created tickets directly through the API isn't fully supported at this time.
     
    If this functionality is critical, I recommend submitting a feature request to Zendesk through their feedback channels for future consideration.
     
    Hope this helps clarify the current capabilities!
    Terms & ConditionsCookie settingsAccessibility statement