Can I send emails from a generic or group email addresses in Sell?

Question

I need to use a generic or groups email address rather than having the email address of individual agents on outbound emails in Sell. My agents only communicate with customers from a generic address and should not use their own email addresses. Can I send emails from a generic email address in Sell?

Answer

While it is possible to connect generic or group email addresses in Sell, we strongly recommend that you use an individual email address for each agent instead.

If you decide to go against the official Zendesk recommendation, start by increasing your Sell email limit. Confirm with your email administrator or IT team what your email provider sending limit is and ensure that you're not setting the limit above your delivery rate.

Sell agents can only connect one mailbox to their login. But you can connect a generic email address to each agent's account. To do that, follow the instructions in this article: Integrating email with Zendesk Sell.

If you opt to connect generic or group email addresses with Sell, bear in mind the below limitations.

• You won't be able to see who sent which email.
• You won't be able to report on email activity by user.
• Fields like Days since last communication won't be user-specific.
• Users may open emails not intended for them, and mark them as read.

For more information, see the article: Are shared mailboxes supported in Sell?

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the workflow.