Current functionality:
Zendesk creates a ticket from an email, and uses the "To:" header to determine which email will be used for future replies. The initial notification is sent from here. Future replies are sent from here. The easiest way to change it is by using the "Select an Address" app, but this requires manual user input. You can limit which emails replies are sent from through the app, but if you limit the incoming address Zendesk reverts to the default address, when I want emails to be sent from a particular address.
My use case:
We set up an email address in our system, tested it, everything seemed good. We advertised the address. Then some issues arose with the address, and the only way out is to change to a new address. The new address is now set as the primary email for that email account, but the To header remains the same through the mail flow, and Zendesk still uses it as the recipient.
To headers cannot be modified in transit beyond completely deleting the To header, which means emails addressed to multiple people would lose recipients. A "recieve and deliver" forwarding method would destroy customer information.
We need to retain the address for incoming emails, but we don't want to use it to send things back out.
We can remove the old address as a support address, and the recipient field is set correctly, but if something is directed to the old address, the old address is set as a CC to the email which looks confusing.
The current workaround:
We're using webhooks to alter the "recipient" on arrival. This does have some shortcomings, mainly in extra triggers are required to send notifications, and if the webhook fails no notification email will be sent. We'll just have to monitor all incoming email in the meantime.
A permanent fix:
Let us set the "recipient" field in triggers! This would have allowed the most minor of adjustments to achieve a problem free outcome. Perhaps I am naive to the business or functional reasons this is not already possible, externally it seems like a no brainer. 😅
Hello.
This ticket was created by Zendesk for one of my comments on the community but the status is pending my reply.
I can only confirm that not having a possible filter, in the conditions and actions of the triggers, on the ticket exchange email addresses is a real problem. To be able to manage this, we have to use webhook calls to the Zendesk API, which is not recommended but is mandatory to have the exchanges and workflows expected by our company.
Have a good day
Best regards,
Anne Flore Caire