Understanding personalized email replies

About personalized email replies

Personalized email replies are used in email notifications originating from both agents and end users. The sender can be any type of Support user (an internal agent or admin, or an external end user), and the email notification can go to any recipient. For example, a request can add a public reply to all CCs on the ticket.

When an agent adds a public comment to a ticket, the email notification includes the agent's alias, if there is one, or their name from their user profile. When an end user adds a public reply, the email notification includes the end user's name from their user profile.

With personalized email replies enabled, the user's name is included in the Reply From address.

The example below shows how email notifications look to end users if you turn off personalized email replies.

Personalized email replies work with all of your Zendesk Support email addresses, whether you are using variations of your Zendesk email address ([e-mail]) or external email addresses. They also work with wildcard email addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the user's name.