We are about to migrate to another system because our mother company uses that other system.
But today our customers can write to support@ourdomain.com which is forwarding the mails to support@OurDomain.zendesk.com. From then on all communication comes from support@ourdomain.zendesk.com and when the customer replies it goes back to that same e-mail.
But what can I do to make sure that our customers in 3-6 months still get a reply if they find an old email and reply to that - meaning that they will reply to support@ourdomain.zendesk.com - but that account is now closed?
Once the account is closed Zendesk is telling me, nothing will happen - the customer will not get an auto-reply or error or anything, so the customer will not know that the mail was not read. That equals very unhappy customers!!
Would the basic subscription be able to do something for us - like Auto replying back to the customer with the message to send their mail directly to our support email (support@ourdomain.com) - and then we could opt to fully close the account in like 6 months or is there any other solution?
Hoping someone could come up with a good solution.
BR
Dan Hansen
You can check on the article Decommissioning email support addresses as that would help you with your migration to another system and using a new support address from there.
The process in the article above will make sure that any inquiries coming into your old support address will send out an email notification about you taking the said address out of use and will push your end-users to create a proper inquiry to your new support address.
Hope this helps! Stay safe!