Sending Outbound Emails - Zoho Desk Knowledgebase

Sending outbound emails from Zoho Desk

Zoho Desk isn't made to be an email client, but that shouldn't stop you from sending that occasional holiday greeting or a thank you note to your customers. The Send as email feature enables you to do just that, allowing you to reach out to your customers by sending outbound emails. As an additional benefit, such emails are converted into tickets so you can track their progress.

  • Profile Permission Required: Agents with the Send Emails and Ticket Creation permission can send outbound emails.

Enabling Send as Email
The Send as Email feature must be enabled for departments from which you intend to send outbound emails. A Zoho Desk administrator can enable this feature under Setup.
To enable this feature:
  1. Click the Setup icon (  ) in the top menu.
  2. Click General Settings under the Customization menu.
  3. Turn on the Send as Email option on the General Setting page.

    This enables you to send outbound emails from the current department.
  4. You can change the department from the top of the page to enable the feature for that department.

Sending Outbound Emails
Sending outbound emails is no different from creating a ticket manually in Zoho Desk. Just enter the ticket details you usually do and click Send as Email at the bottom of the "Add Ticket" window.
Here is how you do it:
  1. From the Tickets module, hit the  sign located in the top toolbar.
  2. Specify the appropriate Department (if you've more than one), where the email should be added as a ticket.
    Note: The department you select here should be enabled for sending emails.
  3. Enter the recipient's Contact Name.
    You can select from the suggested contacts if the recipient is an existing user.

  4. Enter the recipient's Account Name.
    The account name field is auto-filled when you've chosen, a suggested contact that has an account associated with it.

  5. Enter the recipient's Email Address.
    The email and phone fields are auto-filled when you've chosen, a suggested contact that has these details.

  6. Enter the Subject and Description of the email.
    Note: Description is mandatory as it is used as the email body.
  7. Enter other ticket properties that add context to the outbound email.
  8. Upload attachments from your desktop or cloud storage to be sent over the email.
  9. Click Send as Email at the bottom of the page.
    The Send as Email window slides open from the right.
  10. On the Send as Email window, do the following:
    • Enter CC recipients in CC-field.
      The CC recipients will receive a copy of the email and all other recipients will see their email address.
    • Uncheck the Add Ticket ID to email's subject option if you don't want to append the Ticket ID to the subject line of the outgoing email.
    • Review the email body and make any necessary changes.
  11. Click Submit and Send.

The email will be sent, and the ticket is created immediately.

  • The email recipients won't receive an acknowledgment that the ticket has been created.
  • Your department's signature will be added to the emails unless you remove it from the email body.
  • You can add a maximum of 20 CC recipients to an outbound email.
  • You cannot add BCC addresses on outbound emails.

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