Support Addresses

When you set up Zendesk Support, you have one email address: support@myaccount.zendesk.com. Emails received at this address become tickets.

You can provide your users with additional email addresses for submitting tickets. The additional addresses are called support addresses. You can add as many support addresses as you need. They can be Zendesk addresses or external addresses. If adding external addresses, additional steps are required to set up forwarding from your email server to your Zendesk.

Support addresses allow you to customize the "sender" address for your outgoing notifications. When an email is received at a support address, Zendesk responds from the same address. For example, if an email is sent to help@acme.zendesk.com, Zendesk sends a notification from help@acme.zendesk.com.

For more information, see Adding support addresses for users to submit tickets.

JSON Format

Support addresses have the following keys:

Name Type Read-only Mandatory Comment
id integer yes no Automatically assigned when created
email string no yes the email address (not updateable)
name string no no the name for the address
default boolean no no Whether the address is the account's default support address
brand_id integer no no The id of the brand
forwarding_status string yes no Possible values: "unknown", "waiting", "verified", or "failed"
spf_status string yes no Possible values: "unknown", "verified", "failed"
created_at date yes no When the address was created
updated_at date yes no When the address was updated
Example
{
  "id":              35436,
  "email":           "support@omniwear.com",
  "name":            "all",
  "default":         true,
  "brand_id":        123,
  "forwarding_status": "unknown",
  "spc_status":      "verified",
  "updated_at":      "2016-09-21T20:15:20Z",
  "created_at":      "2015-07-20T22:55:29Z"
}

List Support Addresses

GET /api/v2/recipient_addresses.json

Lists all the support addresses for the account.

Allowed For
  • Admins
  • Agents
Using curl
curl https://{subdomain}.zendesk.com/api/v2/recipient_addresses.json \
  -v -u {email_address}:{password}
Example Response
Status: 200 OK

{
  "recipient_addresses": [
    {
      "id":          33,
      "email":       "sales@omniwear.zendesk.com",
      "name":        "Sales",
      "default":     true,
      "brand_id":    123,
      ...
    },
    {
      "id":          34,
      "email":       "marketing@omniwear.com",
      "name":        "Marketing",
      "default":     false,
      "brand_id":    123,
      ...
    },
  ]
}

Create Support Address

POST /api/v2/recipient_addresses.json

Adds a Zendesk or external support address to your account.

To add a Zendesk address, use the following syntax: {local-part}@{accountname}.zendesk.com. Example: 'sales-team@omniwear.zendesk.com'. The local-part can be anything you like.

To add an external email address such as help@omniwearshop.com, the email must already exist and you must set up forwarding on your email server. The exact steps depend on your mail server. See Forwarding incoming email to Zendesk Support. After setting up forwarding, run the Verify Support Address Forwarding endpoint. The address won't work in Zendesk Support until it's been verified.

Allowed For
  • Admins
Using curl
curl https://{subdomain}.zendesk.com/api/v2/recipient_addresses.json \
  -H "Content-Type: application/json" -X POST \
  -d '{"recipient_address": {"name": "Sales", "email": "help@omniwearshop.com", "default": true }}' \
  -v -u {email_address}:{password}
Example Response
Status: 201 Created
Location: https://{subdomain}.zendesk.com/api/v2/recipient_addresses/{id}.json

{
  "recipient_address": {
    "id":          33,
    "email":       "help@omniwearshop.com",
    "name":        "Sales",
    "default":     true,
    "brand_id":    123,
    "forwarding_status": "waiting",
    "created_at":  "2017-04-02T22:55:29Z",
    "updated_at":  "2017-04-02T22:55:29Z"
  }
}

Show Support Address

GET /api/v2/recipient_addresses/{id}.json

Allowed For
  • Admins
  • Agents
Using curl
curl https://{subdomain}.zendesk.com/api/v2/recipient_addresses/{id}.json \
  -v -u {email_address}:{password}
Example Response
Status: 200 OK

{
  "recipient_address": {
    "id":          33,
    "email":       "help@omniwearshop.com",
    "name":        "Sales",
    "default":     true,
    "brand_id":    123,
    "forwarding_status": "waiting",
    "created_at":  "2017-04-02T22:55:29Z",
    "updated_at":  "2017-04-02T22:55:29Z"
  }
}

Update Support Address

PUT /api/v2/recipient_addresses/{id}.json

Allowed For
  • Admins
Using curl
curl https://{subdomain}.zendesk.com/api/v2/recipient_addresses/{id}.json \
  -H "Content-Type: application/json" -X PUT \
  -d '{"recipient_address": {"email": "name2@dmain.com" }}' \
  -v -u {email_address}:{password}
Example Response
Status: 200 OK
Location: https://{subdomain}.zendesk.com/api/v2/recipient_addresses/47.json

{
  "recipient_address": {
    "id":          33,
    "email":       "help@omniwearshop.com",
    "name":        "Sales",
    "default":     true,
    "brand_id":    123,
    "forwarding_status": "verified",
    "created_at":  "2017-04-02T22:55:29Z",
    "updated_at":  "2017-05-01T27:32:53Z"
  }
}

Verify Support Address Forwarding

PUT /api/v2/recipient_addresses/{id}/verify.json

Sends a test email to the specified support address to verify that email forwarding for the address works. An external support address won't work in Zendesk Support until it's verified.

Note: You don't need to verify Zendesk support addresses.

The endpoint takes the following body parameter: {"type": "forwarding"}.

Use this endpoint after adding an external support address to Zendesk Support and setting up forwarding on your email server. See Forwarding incoming email to Zendesk Support.

The endpoint doesn't return the results of the test. Instead, use the Show Support Address endpoint to check that the forwarding_status property is "verified".

Allowed For
  • Admins
Using curl
curl https://{subdomain}.zendesk.com/api/v2/recipient_addresses/{id}/verify.json \
  -H "Content-Type: application/json" -X PUT \
  -d '{"type": "forwarding"}' \
  -v -u {email_address}:{password}
Example Response
Status: 200 OK

Delete Recipient Address

DELETE /api/v2/recipient_addresses/{id}.json

Allowed For
  • Admins
Using curl
curl https://{subdomain}.zendesk.com/api/v2/recipient_addresses/{id}.json \
  -v -u {email_address}:{password} -X DELETE
Example Response
Status: 204 No Content