Change Alias and need to set up Bounce back email to the requester | Community
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Change Alias and need to set up Bounce back email to the requester

  • May 28, 2021
  • 1 reply
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Kuldeep11

Hello Everybody,

Currently we're using Alias A (abc@yourdomain.zendesk.com) and wanted to replace it with Alias B (xyz@yourdomain.zendesk.com) support e-mail to receive all incoming requests.

Is it possible to keep Alias A along with Alias B. So that if someone reached us via Alias A, we can send them bounce back email something like:

In an effort to better align with our team structure,abc@yourdomain.zendesk.com is now xyz@yourdomain.zendesk.com. This email will automatically be forwarded to the new alias, but please note the change for future support.

It looks like Bounce Back feature is still under developing phase.

Can anyone please help me?

NOTE: Currently, I'm having "Enterprise' plan.

Regards,

KD

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    1 reply

    Holly20
    • Holly20
    • June 7, 2021

    Hi KD!

    You can achieve a workflow like this with a few caveats. Once both support addresses are created in your account, you can create a trigger that will fire when a ticket is created at abc@yourdomain.zendesk.com using "Received at" condition to send your message to customers contacting you at this address. It may be helpful to have the trigger add a tag to these tickets so that they are easier to track too.

    Ticket replies are sent from the email address a customer contacts first, so we recommend using the Select an Address app to update this address before an agent replies. This way, you can be sure the reply is sent from the proper support address for the customer's inquiry.

    If a customer contacts you through a different channel first, or an agent creates the ticket, messages from your Zendesk will be sent from your default support address. You can update this in your account if you need to choose a different support address to be your default.

    If you have any questions on this, please let us know!

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