--- layout: handbook-page-toc title: "E-mail response workflow" --- ## On this page {:.no_toc .hidden-md .hidden-lg} - TOC {:toc .hidden-md .hidden-lg} ## Overview ## Workflow Respond to e-mails sent to our `community@`, `education@`, `opensource@`, `merch@` addresses. Deprecated e-mail aliases: `movingtogitlab@`, `swag@shop.gitlab.com`. You might still receive occasional e-mails from those addresses. If you do, please reply from the appropriate active e-mail address from within Zendesk. Please ensure that all e-mail traffic happens within Zendesk. This enables any advocates to collaborate on tickets, to bring visibility on conversations, and to make our response time metrics more accurate. {: .alert .alert-warning} ## Best practices ### Setting up aliases If, for some reason you absolutely need to use your own `@gitlab.com` e-mail account to reply to a request otherwise tracked as a Zendesk ticket, please set up and use e-mail aliases as instructed on this video. This will make the conversation to be managed as a ticket in Zendesk, as opposed to privately on your personal inbox:
### Using templates ### Using signatures ## Automation