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Removing Sub-Address from Email Replyto

  • August 6, 2021
  • 3 replies
  • 0 views
H

Customer's keep contacting us using the support email support+id123@example.com rather than our actual support email (support@example.com).  This is causing new support request to be routed to old tickets and causing threads to get mixed.  Is there a way to disable Zendesk from using the sub-address (plus address) and instead just use the base support address for all support emails?

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      3 replies

      Dave12
      • Dave12
      • August 7, 2021

      Hi Hayden, you should be able to disable "Accept wildcard emails" in Admin > Channels > Emails, and that should limit users to your defined Support Addresses: Accepting wildcard email addresses for support requests

      H
      • Hayden11
      • Author
      • August 9, 2021

      Hi Dave,

      Thanks for the help, we actually already have that setting disabled, the problem is not that users are able to email any email.  But rather they are able to email our support emails with the wrong +id on the end of the email, causing the support ticket to be associated to the wrong support request.  I am wondering if there is a way to remove the default reply to address that Zendesk is adding which is our existing support email with the ID of the zendesk ticket appended.  I would much rather have all support requests be handled on the base support email address, to prevent customers from accidentally reopening old threads, or accidentally merging their requests on the support threads of others.

      Dave12
      • Dave12
      • August 19, 2021

      Thanks for the clarification, Hayden – if you're using your Zendesk subdomain to receive emails, the ticket ID is automatically included in the reply-to address of outgoing email notifications. But if you switch to using your own domain (by forwarding emails send to your domain into your Zendesk account), the ticket ID will no longer be included in the reply-to address. For more information see these two sections in our documentation on getting started with email in Zendesk Support:
      - Understanding how incoming emails are matched to tickets
      - Using other email addresses for creating tickets (particularly the "Using your own external email address for support requests" section)

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