Support Help

Setting Up Your Email Channel

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)
Free 2 (Default+1) 1
Professional 11 (Default+10) 10
Enterprise Unlimited Unlimited

View Default Support Email Address

When you sign up for Zoho Support, you're provided with a default support email address like support@mycompany.zohosupport.com. 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

  1. Click Setup
  2. In the Channels section, click Email
  3. In the Support Email Address page, you can find the support email address mapped with the default department along with its Friendly Name

Forwarding Emails to Default Support Email

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 support@zillum.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.

Note:

  • You will receive a verification e-mail at support@mycompany.zohosupport.com once you'd setup mail forwarding from your external mailbox. This verification email will be created as a request under 'Open Requests' view in Zoho Support.

Adding Support Email Alias

While your default support email address is support@mycompany.zohosupport.com, you can create multiple aliases for varied situations. For example, you can create an alias like sales@mycompany.zohosupport.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

  1. Click Setup
  2. In the Channels section, click Email
  3. In the Support Email Address page, click Add Support Email
  4. In the Add Support Email window, select a department (only when you've more than one) to associate the email alias with it
  5. In the Support Email Address field, provide a name for the alias. For example, to create an alias like sales@mycompany.zohosupport.com, type sales
  6. Provide a Friendly Name for the email alias
  7. Click Save

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
support@mycompany.com support@mycompany.zohosupport.com
sales@mycompany.com sales@mycompany.zohosupport.com
escalation@mycompany.com escalation@mycompany.zohosupport.com
billing@mycompany.com billing@mycompany.zohosupport.com

Starting & Stopping Mail Fetch

You can always stop or start fetching emails for the support email aliases created in Zoho Support.

To stop mail fetch for an alias

  1. Go to Setup > Email > Support Email Address
  2. In the Support Email Address page, click available next to an email address
  3. In the following window, click Ok to stop fetching emails for the support email address

To start mail fetch for an alias

  1. Go to Setup > Email > Support Email Address
  2. In the Support Email Address page, click available next to an email address
  3. In the following window, click Ok to start fetching emails for the support email address

Editing an Alias

You can edit an email alias and its properties.

To edit an alias

  1. Go to Setup > Email > Support Email Address
  2. In the Support Email Address page, click Edit
  3. You can edit the friendly name for the alias or map it with a different department (if existing)
  4. Click Save

Deleting an Alias

You can delete an email alias to stop receiving emails sent to it in Zoho Support.

To delete an alias

  • Go to Setup > Email > Support Email Address
  • In the Support Email Address page, click Delete
  • In the following window, click Ok to delete the support email address

Note:

  • You're allowed to delete all of your email aliases except one from your Zoho Support account.

Associating an Alias with a Department

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

  1. Click Setup
  2. In the Channels section, click Email
  3. In the Support Email Address page, click Edit next to an email alias
  4. Select a department from the drop-down menu
  5. Click Save

Adding Support Email Address as 'From' Address

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

  1. Click Setup
  2. In the Channels section, click Email and then click From Address
  3. In the From Address page, click Add From Address
  4. In the Add From Address pop-up, select a department (only when you've more than one) from the drop-down menu
  5. In the From Address field, type the 'from' address that will be used while replying to requests. For example, provide supervisor@mycompany.com if you will respond to escalated support requests from it.
  6. Provide a Friendly Name for the address
  7. Click Save

Note:

  • On adding a 'from' address, you will receive an authentication email to that address. You will be able to reply with the new 'from' address, only after you complete the authentication.
  • Didn't get the email? Check your spam folder to make sure it didn't end up there. You can also try re-sending the verification email manually! Go to Setup > Email > From Address and then click on the [Resend] link.
  • You're required to add an SPF record for the "from addresses" configured, to ensure proper delivery of your reply emails. We recommend you to add the following SPF record in your domains DNS file:
    v=spf1 mx include:zoho.com ~all

Adding 'From' Address with your SMTP

While your 'From' email address is added in Zoho Support, you can use your SMTP to reply emails on behalf of your own server.

To add a 'From' email address with your SMTP

  1. Click Setup
  2. In the Channels section, click Email and then click From Address
  3. In the From Address page, click Add From Address
  4. In the Add From Address pop-up, select a department and specify your 'from' email address and its friendly name
  5. Now, check Use my SMTP option
  6. Provide your SMTP Username and Password
  7. Specify the connection type. You can choose between Plain, SSL and TLS
  8. Provide your Server Name
  9. Specify a Port for the server. You can choose between 25, 465 and 587
  10. Click Save

Note:

  • Configuring your SMTP details while adding a 'from' address, wouldn't require you to verify the address or add an SPF record for it.

Enabling and Disabling a 'From' Address

You can always disable or enable the 'from' addresses added in Zoho Support.

To disable a 'from' address

  1. Go to Setup > Email > From Address
  2. In the From Address page, click Disable available next to a 'from' address
  3. In the following window, click Ok to confirm your action

To enable a 'from' address

  1. Go to Setup > Email > From Address
  2. In the From Address page, click Enable available next to a 'from' address
  3. In the following window, click Ok to confirm your action

Editing a 'From' Address

You can edit a from address and its properties.

To edit a 'from' address

  1. Go to Setup > Email > From Address
  2. In the From Address page, click Edit
  3. You can edit the friendly name of the 'from' email address or map it with a different department (if existing)
  4. Click Save

Deleting a 'From' Address

You can delete an existing 'from' address to stop replying to support requests using it.

To delete a 'from' address

  • Go to Setup > Email > From Address
  • In the From Address page, click Delete
  • In the following window, click Ok to confirm your action

Once you're set up: replying request

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.

Migrating from POP to Forwarding

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

  1. Click Setup
  2. In the Channels section, click Email
  3. In the Mail Server Settings page, click available next to a POP mail account
  4. In the Switch to Mail Forwarding pop-up learn, what? is mail forwarding and why? to forward emails and then click Next
  5. In the following screen, provide an alias name for your support email address. For example, support@mycompany.zohosupport.com. This will be your support email alias to which you will forward emails, from your external mailbox
  6. Click Save
  7. In the following screen, learn how? to setup a forwarding rule (in your external mailbox) and authenticate the same in Zoho Support
  8. Click Done to save your migration

Once migrated: writing a forwarding rule

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 support@zillum.com) at the support email alias (support@zillum.zohosupport.com) you just created above in Zoho Support.

You can read more on setting up forwarding from different email providers here.

After forwarding: authenticating the rule

On configuring a forwarding rule, you will receive an authentication e-mail at your support email alias (for example, support@zillum.zohosupport.com). 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.

Note:

  • On migrating from POP to forwarding, ensure that the support email alias is mapped with the appropriate department (when you have more than one).
  • When you'd migrated all your POP mail accounts to forwarding, the 'Mail Server Settings' tab (accessible at Setup >> Email >> Mail Server Settings) will be removed permanently.

Once you're set up: rechecking conditions

Remember that your support email alias in Zoho Support is support@mycompany.zohosupport.com and not support@mycompany.com 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

  1. Criteria in Workflow, Request Assignment (Assign/Route) and Time-based (Supervise) Rules
  2. Assignment Values in Macros
  3. Conditions in SLAs (Escalate) and
  4. Filter criteria in Custom Request Views

Frequently Asked Questions

  1. I'm pretty happy with the current model of POP fetch. Can I stay away from forwarding?
  2. Have setup forwarding from two of my company's support emails to an email alias (say, support@zillum.zohosupport.com ) in a department. Can I filter by the email address, the request was originally sent to?
  3. The 'From' field while replying to requests has got three email addresses namely, mycompany@zohosupport.com (default email address), support@mycompany.zohosupport.com (support email alias), and support@mycompany.com. Can I hide the first two "from" addresses since I won't be using them?
  4. I'm using Google Apps, and have setup domain-level routing (and not the default routing). Unfortunately, forwarding emails to Zoho Support throws the following error -  "Delivery to the following recipient failed permanently". Where did I go wrong?

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