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      Log emails as tickets in Zendesk

      Log emails as tickets in Zendesk

      Last updated: July 18, 2025

      Keep your communications organised by logging emails as tickets in Zendesk. N.B. Each chase email and debtor reply will be logged as a separate ticket.

      To get started, connect your email account to Chaser using the direct email integration.

      Set up email logging in Chaser

      1. Copy your Support adddress from Zendesk

        1. Go to Settings > Channels > Email and copy the support address




      2. In Chaser, go to Manage > Sending > Email Logging.

      3. Paste your Zendesk support address as CC into the field provided.

      Zendesk ticket-creation behaviour 

      • Each Chase now email is logged as a separate ticket in Zendesk, as it is a separate email from anything else

      • If you add the Zendesk email address in the CC field and your debtor clicks Reply All, the debtor's response is logged in the same ticket thread in Zendesk

        image (10)

      • When you respond to a debtor’s email in Chaser using Reply now, your reply is also logged in the same ticket in Zendesk

      • Scheduled chase emails sent via Chaser are logged in Zendesk, with each one creating a separate ticket

      • If the Zendesk email address is used in the BCC field, only the original emails sent from Chaser to your debtors are logged in Zendesk - responses from debtors are not captured