Zoho Desk offers a seamless way to automatically convert incoming emails into support tickets. This feature helps you streamline customer service by ensuring that no email goes unnoticed and every query is logged as a ticket. Here’s a step-by-step guide to set up automatic ticket creation from emails and configure email replies from Zoho Desk.
1. Find Your Zoho Desk Support Email Address
The first step in configuring email-to-ticket conversion is identifying your Zoho Desk support email address. This is the address where your emails will be routed, and tickets will be created.
Follow these steps to find your Zoho Desk support email address:
- Log in to Zoho Desk: Use your credentials to access your Zoho Desk account.
- Navigate to Setup: Click on the gear icon located in the top-right corner of the dashboard.
- Click on Email: Under the Channels section, click on Email.
- Find your Support Email Address: Here, you will find your help desk’s support email, which will look something like: [email protected]. This is the email where your incoming messages will be forwarded to automatically create tickets.
2. Replying to Incoming Emails via Zoho Desk
Once you’ve set up the system to automatically create tickets, you may also want to reply directly from Zoho Desk using your custom email address rather than the default Zoho Desk domain (zohodesk.com). Here’s how to configure the email address for replies:
- Go to Zoho Desk: Log in and go to your Zoho Desk dashboard.
- Access the Setup Menu: Click on the gear icon to open the Setup menu.
- Navigate to Email Settings: Under the Channels section, click on Email.
- Select “From Email” Settings: On the left sidebar, click on From Email. This section allows you to configure the email address that Zoho Desk uses to send replies to customers.
- Add the Custom “From” Email: Enter the email address you want to use for sending replies, for example, [email protected].
Important: When you add your email to Zoho Desk, it might automatically create a default address like [email protected]. However, when configuring the “From Email” field, ensure you only enter the email as [email protected] (without the zohodesk.com part).
If you’ve already set a “From” email but it shows as zohodesk.com, you’ll need to delete the existing one and add a new one without the zohodesk.com suffix.
This way, your customers will receive replies from your custom domain email ([email protected]) instead of the default Zoho Desk domain. By following these steps, you can ensure that every email sent to your support inbox automatically creates a ticket in Zoho Desk.
Additionally, configuring your custom “From” email ensures that responses to your customers come from your business email address, maintaining a professional appearance. This setup enhances both efficiency and customer service experience in your organization.
