Whitelist email address in Zendesk

Hi, 

We have 3 separate forms running through you. And we use Zendesk as our email platform however when the email comes from you when somebody submits a form, because it's a system email address, the emails go into our junk/suspended email folder on Zendesk and aren't often seen so a lot of the time we are missing them. 

Is there anyway to amend the email address or is this the standard email address? 

Thanks

Hazel 

Hi Hazel,

I understand that that is a bit troublesome for any workflow.

What I would suggest is to whitelist our email addresses and IPs to allow your email notifications to pass through.

You can see our guide on whitlisting our addresses here: Whitelisting JotMails IP Addresses.

Now I also suggest to take a look on Zendesk platform guides to see how to set it up using the whitelist and blacklist to control access to your Zendesk – Zendesk Support in your Zendesk.

Following these guides you should be able to whitelist our emails and get the tickets right where you want them to go :)

Do let us know however if you need any further assistance with this.

Best Regards,
Ben

Hi Ben, 

Thanks, I've added the email addresses to the Whitelist so hopefully it will be OK! I'll let you know if it doesn't work. 

Thanks, 

Hazel 

Hi Hazel,

You are welcome. I had set similar thing in Kayako at one time and once it was set it was working great, I hope it goes the same for you as well with Zendesk :)

Best Regards,
Ben