We have several teams operating in Zednesk Support from technical support to equipment service to order management. Our customers sometimes email us and place multiple different support address on the To: line. I would like to request a new trigger condition under Received at that allows us to detect Greater Than or Greater Than or Equal To conditions, same for Less Than. Right now, the only choice under Received at is the 'is' condition to specify a single email. With this in hand, I could take a variety of actions including just letting the team know to review the ticket to determine if a second ticket should be manually created.
Accepted
Need trigger condition to detect when email is received at multiple support addresses
Hi Chad - Completely 100% agree. We are struggling with this considerably as we have customers who send to multiple "to" addresses which are mapped to zendesk. We also discovered the APIs also do not maintain the metadata of any/all system addresses, only the primary TO address selected remains. If any/all system addresses can be singled out by "Received at" = [your system address here], this would be significant. And even those non-"To" addresses in the original email could be referenced.
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This comment has been edited by the Zendesk Community Team for readability.
I would like to add our own business case for this request. If there is more than 1 email listed under TO, we should be able to select which email should take precedence as the email listed under the "Received At" attribute.
We find that customers have used other email addresses in their past and therefore, when they email support, they include ALL of the email addresses they have in the "TO" field. It would be great to establish an order of importance for these email addresses.
Agreed - at the very least I would like a trigger option so that if a request is received at X support address AND Y support address so that I can set up a trigger of what to do in that case.
To add to this we also need a trigger condition or automatic spiting of tickets based on the received at address when multiple are included on the To or CC
Example if you send to our support, sales & accounts (all with their own groups and received at addresses) only 1 will ever get a ticket generated and its down to the agent to check and then create child tickets, we should have the option to automate this.
This one https://support.zendesk.com/hc/en-us/community/posts/4409217603866-Trigger-Received-At was raised on 2015 I don't think they will be adding this feature for the condition.
We're also experiencing the same issue since activating "Followers." We have a trigger for each support address to add respective followers. However, if a customer emails more than one support address, only the followers of the first support address will be added, hence agents belonging to the other support addresses will not be added and will not receive and email when the ticket is created.
I was prompted by a Zendesk support agent to share my feedback here in the community, as per the agent "conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning." Fingers crossed!
- Employee
Hello Everyone,
Thank you for your feedback. This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle for 2025. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we cannot commit to prioritizing any one piece of feedback we receive in the community.
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