Email signatures, sender addresses, forwarding and CC

What decides how an email reaches the customer?

Four things: the sender address, the From name in the inbox, the signature and the recipients (the customer plus anyone on Cc). Getting mail in and verifying your domain are covered in Email and How to setup your domain.

Sender addresses

Under Settings → E-mail, tab Email Addresses, add one address with Add Email Address for every address customers write to. Its domain must first be verified under Settings → Domains. Each address has a From Name, an optional Route to Market, and its own forwarding address under Forward emails to: forward that mailbox to exactly this one. Active means mail has arrived through it. The star marks the default identity, used when nothing else matches; only one address can hold it.

A reply goes out from 1. the address the customer wrote to, else 2. an address routed to the ticket's market, else 3. the default. For a new email (New conversation, the pencil in the top bar) you pick it under Send from. On an existing ticket there is no sender picker; with several addresses, the ticket details show Received at.

Note: sending is strict. The address must be on a verified domain. If it is not, or nothing matches, Zuzana never falls back to another address: the message gets a red warning starting "No verified sending identity".

Why a reply came from the wrong address

Compare the address customers write to with the list under Settings → E-mail, tab Email Addresses.

• A typo. Customers write to partner@, the sender address says partners@. Replies leave from partners@ and partner@ lands on Cc. Make them match exactly.
• Wrong forwarding address. info@ forwarded to the forwarding address of support@ means replies from support@.
• The market has no address, so the default is used. Add one with Route to Market.
• No default. A ticket that matches nothing cannot be answered by email.
• Changing the market does not change the sender when the customer wrote to one of your addresses.

The From name

Set From Name Template on Settings → E-mail, tab Email Signature. "{{agentName}} from {{teamName}}" becomes "Anna from Your Store", translated per language automatically (adjust with Translations). The text in the empty field is only an example: with no template, the address's own From Name is used. On AI replies, {{agentName}} is your AI Name, or "Support" when none is set.

The email signature and merge tags

On Settings → E-mail, tab Email Signature, you write one signature for the whole team, added under every email: agent replies, AI replies, forwards and the autoresponder.

• {{agentName}} 👤 The agent's Public Alias, otherwise their full name.
• {{agentJobTitle}} 💼 From the agent's profile. Empty on AI replies.
• {{teamName}} 🏢 The market's local brand name, otherwise your team name.
• {{logo}} 🖼 Your logo, per market. Click it in the Preview to resize (16 to 200 px).

Logos are uploaded under Settings → Account, tab Logos & Avatar, with Market-Specific Logos for overrides. Use {{logo}} rather than pasting an image. Images in the signature must be PNG, JPEG or GIF; SVG is refused because Gmail and Outlook show it broken.

The signature follows the language of the reply. Translations next to the field shows each language as Auto (refreshed when you change the signature), Custom (edited by hand, never overwritten) or Outdated. Write it in one language, not "Med venlig hilsen // Best regards".

Agent name and job title

Agents set Full name, Public Alias (used in signatures and the From name instead of the full name) and Job Title on their own Profile: click your name at the bottom of the helpdesk sidebar.

AI replies and the autoresponder are signed with the AI Name from Settings → AI Voice & Style, tab Company Information, or "Support Agent" when none is set.

When the signature looks wrong

• "Best regards, Support Agent" An AI reply or autoresponder with no AI Name. Set one.
• "Best regards" twice The autoresponder text has its own sign-off on top of the signature. Remove it.
• An old logo in one market or language Check that market's logo, then the language under Translations: a Custom translation with a pasted image keeps it. Use {{logo}} there.
• Not visible in Zuzana The thread hides your signature by default. Set Agent signatures to Show under your helpdesk Settings. Customers always get it.
• Same title for everyone Replace typed text like "Customer Service" with {{agentJobTitle}}.

Personal or per-address signatures

There is no signature per agent, per sender address or for the autoresponder alone. Personalise the team signature on Settings → E-mail with merge tags instead: {{agentName}} and {{agentJobTitle}} per agent, {{teamName}} and {{logo}} per market. Emptying it removes it from every email. In a workspace, each brand has its own signature.

HTML and plain text

Every email is sent as HTML with an automatic plain-text version. There is no plain-text-only setting.

Forwarding a ticket by email

Choose Forward in the reply box. Type addresses in To: (Enter, comma or semicolon after each, or paste a list), up to 20: the first gets it as To, the rest as Cc. The email holds your note, your signature, then the whole ticket except internal notes, with sender and date per message, plus the ticket's attachments. It goes out from the ticket's address and is kept as a closed side conversation, where any answer lands. See Side Conversations.

• Saved contacts are suggested in the Forward field once you type 3 characters: up to 8 contacts from Contacts whose name or email matches. The ticket's own customer and your own inboxes are left out.
• Not from a side conversation. Forward exists only on the original ticket.
• The ticket's CCs are not copied. Only the people you type get it.

CC on email replies

When a customer copies others, everyone else on To and Cc is added as CC on the ticket (up to 20 per email), so your reply reaches them. Your own addresses never are. If your address was not visible (you got a Bcc), the reply goes to the sender only.

To add one yourself, click Cc top right in the reply box; contacts are suggested after three characters. At most 20 per ticket. A CC gets future replies only, and one you remove is not re-added by later emails. There is no Bcc field.

Your own address on CC means an address customers write to is not set up exactly as a sender address: a typo or an alias forwarding into another mailbox. Fix it under Settings → E-mail or add the alias as its own address, then remove the CC on open tickets.

Seeing who received an email

• The Cc row above the reply box: who your next reply is copied to.
• The Cc: line on each sent reply: exactly who got a copy. The To is the ticket's customer.
• A CC badge on messages written by a CC participant, with their address.
• The timeline: every "Cc added" and "Cc removed".

The full To and Cc header of an incoming email is not shown. You cannot change the main recipient of a ticket either: add a CC, or start a new email.

Earlier messages in replies

A reply quotes the message you answer underneath, like a mail program. The quote is left out when not everyone you write to received it, for example after adding a CC. To share the whole story, forward instead.

Attachments: limits and file types

• 10 files per email, about 7 MB in total. Images are shrunk; anything that still does not fit goes as a download link.
• Large PDFs 📄 Zuzana offers to Compress a PDF that pushes the email over the limit. It cannot be sent until compressed or removed.
• Allowed Images, PDF, video, audio, text, Word (.doc, .docx), Excel (.xls, .xlsx), PowerPoint (.ppt, .pptx), OpenDocument, .rtf, .csv, .eml, .msg and .zip. Other types are refused with "that file type can't be attached".

Why one email became several tickets

An email joins a ticket when it is a reply to it. A new ticket appears when the customer writes a new email instead of replying, or when their mail program drops the reply headers (common on iPhone). Zuzana then joins it only if the subject is the same apart from a prefix such as Re: or Sv:, it comes from the same sender, and that ticket was active in the last 30 days. Answers to a forward go to its side conversation.

Autoresponder rules

The autoresponder (Settings → E-mail, tab Autoresponder) sends at most once per ticket, only on the first incoming message, only if nothing has been sent yet (if the AI answered there is none; an unsent draft does not count), and only on open email, contact form and help center tickets. An address acknowledged in the last 15 minutes is skipped, so two robots cannot loop. Merge tags and AI disclaimers: see Email.

Bounces and blocked addresses

An undelivered email gets a red warning icon; hover it for the reason. The timeline shows Message bounced. Check the address first. If the reason mentions a suppression list, our email provider has stopped sending to that address after earlier bounces. There is no setting in Zuzana to lift it: if the address really works, contact Zuzana support with the ticket link.

Good to know

• An email that never showed up usually never reached Zuzana. Check the original mailbox's spam folder: spam is not forwarded.
• Signature changes apply to new emails only. The thread shows the signature each email actually went out with.
• Forward needs email enabled and at least one message on the ticket.