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.

Permission Required
Users with the Support Administrator permission can access this feature.
Check Feature Availability and Limits

  • 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.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • Introduction to Zoho Desk

                                                                                                        Help Desk is a department in an organization that is in charge of providing the support needed by customers while using the company's product or a service. Customers contact the help desk when they have a question or a problem and a product expert ...
                                                                                                      • Forwarding your Support Emails to Zoho Desk

                                                                                                        Create support tickets in Zoho Desk by forwarding the emails received at your external email address. You must configure a forwarding rule (in your email client) to route the emails received in your mail client to an equivalent email address in Zoho ...
                                                                                                      • FAQs: Ticket Management

                                                                                                        What is a ticket and where does it originate from? Tickets are support requests that are submitted by customers. They contain the support conversations and other important details, such as priority, category, and status, that help agents categorize ...
                                                                                                      • Using Ticket and Email Templates in Zoho Desk

                                                                                                        Email Templates Email templates reduce the time taken to draft a response and eliminates inadvertent errors that may occur while drafting an email in hurry. It will also come handy when you have a solution that can be suggested for multiple tickets. ...
                                                                                                      • Print Ticket Extension for Zoho Desk

                                                                                                        A printer-friendly version of a customer ticket is ideal for field service agents who will need a physical ticket, or if you have to upload a ticket into another system. The Print Ticket extension for Zoho Desk enables you to print a printer-friendly ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources