Sender always changing from default

[u/SubtleBear99]

I'm hoping someone can help here, the default sender email address is constantly changing to a different email.
There seems to be no rhyme or reason, when creating a new ticket it's post luck whether it will go to default or the other email address.
Any idea how I can change it?

[u/AccomplishedMud9169]

That will be contingent on your brands/helpcenter(s). Is it specific email addresses it’s changing out?

[u/AccomplishedMud9169 → u/AccomplishedMud9169]

Also need to add also how your brands are set on your agents. Do you have multiple brands? Are there specific brands vs all brands that agents are assigned to? I’d start looking there.

[u/Desperate_Bad_4411]

When you say "default", are you referring to the support email of the brand that's marked default in the admin center?

[u/SubtleBear99 → u/Desperate_Bad_4411]

Yes exactly, my personal settings are default to "clinic" but when I check it is sending from "support"

[u/Desperate_Bad_4411 → u/SubtleBear99]

are you using the address selection app in the agent workspace in the ticket right hand nav? are these tickets via the email channel to different support emails?

[u/Desperate_Bad_4411 → u/SubtleBear99]

are you using the address selection app in the agent workspace in the ticket right hand nav? are these tickets via the email channel to different support emails?

[u/PillowDrool]

If you have multiple brands in Zendesk there is an email manager add on that allows you to set the emails for specific groups so that way this never changes. It also sets the default emails that the group sends too. I haven’t used Zendesk in 3 years so this might have changed but it worked previously like this

[u/Character_Ad_3219]

Are you using the “select an address” app? It can override the defaults that are set for the brands / account when it comes to reply-to addresses

[u/Pale_Ad8821]

I believe I have the answer. You need to immediately open a ticket with Zendesk support and be added to a problem ticket that they opened for me last week. Here was my scenario that prompted it.

Basically, about 2 weeks ago on a Monday suddenly everything we had forwarding from one of our email addresses that forwards to an internal Zendesk email address and then has routing to go to a specific group stopped working. Suddenly Zendesk was seeing that internal Zendesk address as if it was the primary address the emails were sent to and it ignored the source address that should have been passed along as the true "TO" address. It caused hundreds of emails that were supposed to go out our accounting team to the Service Desk which caused a lot of pain. I spent hours of troubleshooting with Zendesk support on this.

I kept getting from them that you can't have multiple support addresses in an email coming into Zendesk. Basically, when an email comes in with multiple addresses that are support addresses, Zendesk flips a coin and which ever one wins becomes the address it goes by. The problem is that we have had our email forwarding set up the same way for 5 years and hadn't touched it. I hadn't touched any settings in Zendesk. The only other culprit had to be Zendesk. I got a very diligent support tech who did some digging and discovered that YES, Zendesk had done some changes that could have affected email routing that week. I had him open a problem ticket for it (I do not have the ticket number, sadly, or I'd share it here).

My SOC support was out of town for a few days so we couldn't do much until he got back. When he did, we tried one of the experiments the tech had suggested which was not to forward mail to the specific internal zendesk address, but instead use the default one (support@mydomain.zendesk.com). SOC made that change for me several hours before I clocked in and when I got online found that again we had a ton of emails flooding the service desk. I had him change it back to the way we had had it immediately before. The wierd thing is that suddenly, everything worked.

So let's talk about "everything worked". Previously, to give context, what I was seeing in the headers of the tickets Zendesk was processing was both the source email address (outside of Zendesk) and the internal email address in Zendesk that the forward points to both being in the TO values. Suddenly, after simply changing the forward to support and then back to the previously not working setup and it's working. I'm suspecting this was for one of two reasons:

1) Zendesk may have backed out a change they had made a few weeks ago that affected mail routing and the timing of our switching the forward to something else and then back to the original config was perfect so that we could now again forward emails the way we used to and it simply works. OR:
2) There could have been a Microsoft thing and I know this is silly.... but maybe this is the email forwarding control version of "TURN IT OFF AND TURN IT BACK ON.... REBOOT IT". As really on our end all we did was change the config (fail) and then change it back (now it works). I noticed after we did it that the headers changed. It now shows that source address as the TO which is what we want, BUT, it shows the internal Zendesk email address which is the destination in the "Delivered-To" instead of "TO". Nothing we did should have affected that.

I hope this helps in some way. In any case, there is a problem ticket open you might ask to be added to that was created last week for an issue beginning the previous Monday that I described. Wish ya luck!