When configuring your email channel, you have the option of including the user's name in the Reply From address in email notifications. This is referred to as personalized email replies.
The personalized email replies feature affects email notifications originating from both agents and end users. When enabled, all email notifications show the sender's name and the name of the support address. The sender can be any type of Support user (an internal agent or admin, or an external end user), and the email notification can go to any recipient. For example, a request can add a public reply that goes to all cc's on the ticket.
About personalized email replies
A personalized reply is used when a user adds public comments to the ticket. When an agent adds a public reply, the email notification includes the agent's alias, if there is one, or their name from their user profile. When an end user adds a public reply, the email notification includes the end user's name from their user profile.
This example shows how email notifications look to end-users if you have not enabled personalized email replies.
With personalized email replies enabled, the user's name is included in the Reply From address.
Personalized email replies work with all of your Zendesk Support email addresses, whether you are using variations of your Zendesk email address (support@accountname.zendesk.com) or external email addresses.
Personalized email replies also work with wildcard email addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the user's name.
Note: If you have email pass through enabled, it overrides personalized email replies.
Examples of personalized replies in email addresses
When you have personalized email replies enabled, the replying agent's name or the replying end-user's name is included in the Reply From address in email replies. The address used in the Reply From address depends on whether you are using a Zendesk address or an external email address to receive support requests.
Using Zendesk email addresses with personalized email replies
If you are using Zendesk email addresses, the following table shows what the Sent To and Reply From addresses might look like when you have personalized email replies enabled, and users email one of your known support addresses.
Note: The table below is for email sent to known support addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the user's name.
| Sent To | Reply From |
|---|---|
| support@myaccount.zendesk.com |
Claire Grenier (Support Address Name) <support@myaccount.zendesk.com> Note: If the support address does not have a name, the Reply From looks like this: Claire Grenier <support@myaccount.zendesk.com> |
| help@myaccount.zendesk.com | Ben Gunther (Support Address Name) <help@myaccount.zendesk.com> |
| sales@myaccount.zendesk.com | Donna Rohrs (Support Address Name) <sales@myaccount.zendesk.com> |
| billing@myaccount.zendesk.com | Mike Weeden (Support Address Name) <billing@myaccount.zendesk.com> |
Using external email addresses with personalized email replies
If you are using external email addresses, the following table shows what the Sent To and Reply From addresses might look like when you have personalized email replies enabled, and users email one of your known support addresses.
Note: The table below is for email sent to known support addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the user's name.
| Sent To | Reply From |
|---|---|
| support@mycompany.com |
Claire Grenier (Support Address Name) <support@mycompany.com> Note: If the support address does not have a name, the Reply From looks like this: Claire Grenier <support@mycompany.com> |
| help@mycompany.com | Ben Gunther (Support Address Name) <help@mycompany.com> |
| sales@mycompany.com | Donna Rohrs (Support Address Name) <sales@mycompany.com> |
| billing@mycompany.com | Mike Weeden (Support Address Name) <billing@mycompany.com> |
Turning on personalized email replies
When you enable personalized email replies, the replying user's name is included in the Reply From address in email replies.
- In Admin Center, click the Channels icon (
) in the sidebar, then select Talk and email > Email. - Click Enable for Personalized email replies.
- Click Save.
A personalized reply is used when agents add public comments to the ticket (whether or not they are the assigned agent) and also when end users reply. The name used in the personalized email reply is the agent's alias, if there is one, or the agent or end user's system name in their user profile.
Comments
0 comments
Please sign in to leave a comment.