Emails are the most widely used and an indispensable mode of communication for helping customers with their problems, in a helpdesk. Zoho Support upped the ante with its unique functionality of converting emails into requests when they're sent to your own support e-mail address. Thanks! to Mail forwarding in Zoho Support.
Listed below are the editions and their limitations for creating support email aliases and 'From' Addresses in Zoho Support.
|Zoho Support Edition||No of Email Aliases||No of 'From' Address(es)|
When you sign up for Zoho Support, you're provided with a default support email address like firstname.lastname@example.org. The "mycompany" part of the email address will be replaced with your portal name in Zoho Support. This support email can be shared with your customers to receive e-mails which in turn will be created as requests in Zoho Support.
To view your default support e-mail address
Now that you'd found your default support email, the next step will be setting up mail forwarding. If you already have, a support e-mail for your business (like email@example.com), you can forward emails received at that address to your default support email address here in Zoho Support.
You can read more about setting up forwarding from different email providers here.
While your default support email address is firstname.lastname@example.org, you can create multiple aliases for varied situations. For example, you can create an alias like email@example.com to receive sales related emails from your customers as requests in Zoho Support.
You can even create a separate department for the sales function and map it with the sales alias to route requests straight to your sales team.
To create an alias
Likewise, you can add multiple aliases based on your business requirements and then configure email forwarding from your equivalent external email account.
|Your Support E-mail Address||Equivalent E-mail Alias|
You can always stop or start fetching emails for the support email aliases created in Zoho Support.
To stop mail fetch for an alias
To start mail fetch for an alias
You can edit an email alias and its properties.
To edit an alias
You can delete an email alias to stop receiving emails sent to it in Zoho Support.
To delete an alias
If you'd created multiple support email aliases, you can map them with its appropriate departments in Zoho Support. This, will help you track, manage and generate reports, for requests received at those different email aliases.
To map an alias with a department
Zoho Support lets you reply requests with another of your company's support email addresses listed as the sender, instead of your default 'from' address. To send request replies from a different support email address, you'll first need to add that address and authenticate it in Zoho Support.
To add a support email address as 'from' address
You can always disable or enable the 'from' addresses added in Zoho Support.
To disable a 'from' address
To enable a 'from' address
You can edit a from address and its properties.
To edit a 'from' address
You can delete an existing 'from' address to stop replying to support requests using it.
To delete a 'from' address
To use your alternate 'from' addresses, click the From link in the reply editor when you're replying to or forwarding a request. After clicking From, you'll see a drop-down menu next to the support email address, where you can select the email address you'd just created.
Forward your incoming support emails straight from your mailbox into Zoho Support. With the introduction of Mail Forwarding, you're required to migrate from the current POP fetch model to forwarding model. If you'd configured your support emails for POP fetch previously, follow the steps mentioned below to migrate them to the new forwarding model.
To migrate your POP mail account
Now that you'd migrated your support email address from POP to forwarding, the next step is to write a forwarding rule in your support mailbox. By writing a forwarding rule, you can receive emails sent to your support address (like firstname.lastname@example.org) at the support email alias (email@example.com) you just created above in Zoho Support.
You can read more on setting up forwarding from different email providers here.
On configuring a forwarding rule, you will receive an authentication e-mail at your support email alias (for example, firstname.lastname@example.org). This authentication email will be created as a request under its appropriate department in Zoho Support. You must authenticate the rule by accessing the URL in the request.
Remember that your support email alias in Zoho Support is email@example.com and not firstname.lastname@example.org anymore. So if you'd used tha latter as a conditions/criteria in your automation rules, do update them with the new alias.
For Example, the 'To Address' values for
Although POP is a time-tested technology, we've realized that it's just not good enough for customer service anymore. We'll be deprecating the POP fetch model in the next 3 months and you're recommended to migrate to the forwarding type as soon as possible.
You're allowed to filter support emails only by the aliases you'd created in Zoho Support. To filter by the original email address, you must rather create two different email aliases in the same department and setup a one-on-one forwarding.
Zoho Support automatically sets your 'from' address as email@example.com, if your customers had originally addressed their support requests to it. For requests received from other channels, you're currently required to choose your preferred 'from' address before sending your reply.
While setting up domain-level forwarding in your Google Apps console, ensure that you select the "Change SMTP envelope" check box.
Enabling the above option ensures that forwarded emails (from firstname.lastname@example.org to email@example.com) are available in Zoho Support with firstname.lastname@example.org as the 'To' address.