Select an Address

It’s hard to believe that Zendesk, a platform built around email management, still requires a separate app to handle email addresses—and even then, it’s frustratingly inadequate. The Zendesk Address App has been a pain point for years, especially when it comes to managing email addresses within Zendesk’s "email management system." It's puzzling how such a fundamental feature of an email-driven platform like Zendesk could remain so underdeveloped. The main issue seems to be how rigid it is when it comes to integrating email addresses into workflows. Users expect to manage email addresses with the same flexibility they experience with macros and triggers, which are essential to automating tasks in Zendesk. However, the Address App completely fails to meet this expectation. Overall, it's a missed opportunity that fails to evolve, making email management more complicated than it should be.

The feature to set Email addresses by group is not clear because every Agent is required to be in the default group. And how does it handle if an Agent is in multiple or conflicting groups.

This should be built-in inside Zendesk.

Agreed with the other reviews, the address should have the option of being set based on the group, not the user. Does not set to the default address when tickets are moved between groups, nor when created via a side conversation. Is not fit for large scale business with multiple teams / users / groups / addresses using Zendesk.

Not fit for purpose even though it's not free of charge. "Default group" options are based on the USER, not the ticket. Why you can't set this value using a macro or trigger is beyond me.