Set up the email channel (Zoho Desk)

Set up the email channel (Zoho Desk)

Email channel by default

When you sign up for Zoho Desk, you are provided with a default support email address that looks like support@mycompany.zohodesk.com. The 'mycompany' part of the email address is to be replaced with the portal name of your Zoho Desk. 


To view the default email address:
  1. Click on the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Email under Channels.
  3. In the Support Email Address  page, you can find the default email address.
    The email address is mapped with the default     department and assigned with a friendly name.


Adding Support Email Alias

While your default support email address is support@mycompany.zohodesk.com, you can create multiple aliases for different situations. For example, you can create an alias like sales@mycompany.zohodesk.com to create tickets from sales related emails in Zoho Desk.  
  1. In the Support Email Address page, click New Support Email Address in the upper right area.


  1.  Complete the information and click on Save.



Follow the above steps to add multiple support email aliases and then set up forwarding from their equivalent external email address to receive support tickets.

Support Email Address
Equivalent Zoho Desk Alias
support@mycompany.com
support@mycompany.zohodesk.com
sales@mycompany.com
sales@mycompany.zohodesk.com
escalation@mycompany.com
escalation@mycompany.zohodesk.com
billing@mycompany.com
billing@mycompany.zohodesk.com

You can edit or delete the email aliases added in your Zoho Desk. 



From Address

When you sign up for Zoho Desk, you are provided with a default support email address that looks like support@mycompany.zohodesk.com. The 'mycompany' part of the email address is to be replaced with the portal name of your Zoho Desk. 


To view the default email address:
  1. Click on the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Email under Channels.
  3. Click on From Address. You can find that your default support email address is added as the from address.


Adding New From Address

  1. In the From Address page, click New From Address in the upper right area.


  1.  Complete the information and click on Save. Once you add a From Address, an authentication email will be sent to the specified email address. Once that email address is authenticated, it can be used to send replies.