When you receive the OnRamp Zendesk Solution from Appamondo, it's a good idea to consider whether you'd like to connect your own external support email addresses to the platform. This choice can have a notable effect on how your support operations are organised and streamlined.
Your external email addresses, like support@mycompany.com, are managed by you and not through Zendesk. You can receive support requests at these addresses and then forward the emails to Zendesk. Zendesk will then be able to send replies to your customers using your external email address.
If you decide to add an external email address, there are some extra steps to set up the forwarding from your email server to Zendesk, please refer to this Zendesk article - Forwarding incoming email from your existing email address to Zendesk Support