Building your ideal Zendesk account - Part 5: Setting up your email channel in Zendesk

On April 8, 2025, the Zendesk team hosted the fifth webinar in our Zendesk essentials: Live tutorials series, titled "Building your ideal Zendesk account - Part 5: Setting up your email channel in Zendesk." This session focused on optimizing email setup to enhance customer support efficiency and satisfaction.

Highlights include

Streamline your email setup: Attendees learned how to effectively set up their email accounts, simplifying the management of customer inquiries and establishing a custom support address for streamlined communication.

Efficient ticket management: The session emphasized the importance of a proper email setup for seamless organization of incoming requests, making it easier for teams to track and respond to customer inquiries.

Boost timely communication: Attendees discovered how automated notifications can ensure timely communication with customers, enhancing their overall experience and satisfaction.

Ensure consistent messaging: We went through customizing email notifications, helping maintain brand consistency and ensuring a cohesive experience across all customer communications.

What we learned:

• After attending this session, participants gained practical knowledge on:
• Understanding the email channel
• Adding new email addresses to their account
• Creating and deactivating automatic email notifications
• Customizing the look and feel of their emails

Each topic was accompanied by live demonstrations, providing attendees with hands-on experience in implementing these features in their own Zendesk accounts.

For those who missed the webinar, we’ve included links to useful resources that will help you further explore the topics discussed:

Webinar resources

• [Webinar recording] Building your Ideal Zendesk account - Part 5: Setting up your email channel in Zendesk
• [Presentation deck] Building your Ideal Zendesk account - Part 5: Setting up your email channel in Zendesk
• Zendesk essentials: Live tutorials series page

Help center resources

• Understanding the default email setup in Zendesk
• Adding support email addresses for users to submit tickets
• What are SPF, DNS, and TXT records?
• Forwarding incoming email from your existing email address to Zendesk Support
• Forwarding an email message to your support address
• Using the Mail API to update ticket properties from your inbox
• A complete guide to understanding email in Zendesk - Part 1: How the email channel works
• About the standard ticket triggers
• Sending a CSAT survey to your customers
• Workflow recipe: Sending automated ticket reminders to customers [Video]
• Zendesk on Zendesk: Bump Bump Solve
• Customizing your email notifications
• Quick launch guide for Zendesk
• Adding and removing the delimiter from email notifications

We appreciate your participation and look forward to seeing you at our next session as we continue to help you create a great Zendesk experience!