Forward Support Emails to Zendesk

Postbox's Quick Post feature enables you to quickly set up and use send-to-service email addresses, and automatically add the appropriate tags to the beginning or end of the subject line. Best of all, you can send content to the service in the background, without having to open up a compose window.

With Zendesk, you can forward emails to the support team using your unique Zendesk email address. Automatically forward any email from your email address to Zendesk and have your support team take care of problems.

Find your Zendesk email address

Before you can forward your Postbox emails to Zendesk you need to enable the email forwarding for your Agents. To enable your Agent's email address for forwarding:

As the Administrator click the Admin symbol > Settings > Agents > Select Enable email forwarding > Save. Your Agents can now forward emails to Zendesk.

Your Zendesk email address is a unique address that was assigned during your account set up. To find your Zendesk email address, as the Administrator go to your Settings. Click on "Email" under "Channels". You should see your support email address in the first text box, and it looks something like this: support@yourcompany.zendesk.com. Copy that email address to paste it in your Quick Post.

Create your Quick Post

In Postbox, navigate to Preferences or Options > Advanced > Quick Post and then click the + button to create a new Quick Post.

Create a name for the Quick Post, then enter your Zendesk email address.

Forward Support Emails to Zendesk

Specify how the message should be sent

Send As Attachment is usually the best way to go since you're forwarding the original email. Services can then do the right thing with regards to images as attachments, for instance.

Send should be used when the service doesn't know how to process .eml files as attachments, like Trello or Slack. However, it does have some limitations. For example, images embedded into the message body as an IMAP URL won't show in the destination.

Send via Compose Window will bring up the Compose Window, which you can then edit before sending. This option is also the best one to use for images embedded into the message body as an IMAP URL.

Automatic email filtering or forwarding

You can also set up Postbox's email filters to automatically trigger a Quick Post when you receive an email from a specific sender or with a particular subject.

For example, you can configure Postbox to quick post any emails sent with "support:" in the subject line to your company's Zendesk support email.

To set this up, go to Postbox's Tools menu > Message Filters > New, set your filter criteria, then for the action select Quick Post and then your desired Quick Post.

But note that messages are always sent As Attachment when using a filter action because, by their nature, filter actions run in the background. So be sure to select "Send as Attachment" within the editor panel for this Quick Post.