CCO emails not being able to be shown on views

Hi,

You've actually diagnosed this correctly, it's a known Zendesk behavior rather than a misconfiguration on your side.

When your support address is in BCC, Zendesk still creates the ticket, but it doesn't populate the "Received at" field, because BCC recipients aren't recognized or recorded anywhere in the ticket or its events. Since your view filters on "Received at = support email", those tickets don't match the condition and stay hidden, even though they exist in the account.

The cleanest workaround is to stop basing the view on the email address and base it on a tag instead:

1. Create a trigger that runs on ticket creation. Set the conditions to "Meet ANY" and add one "Received at" condition for each address in your list (or create one trigger per address, all adding the same tag). As the action, add a tag, for example "support_inbox".

2. Rebuild your view so the condition is "Tags contains support_inbox" instead of "Received at = support email".

This way the view no longer depends on a per-address match, and you can extend coverage later just by adding addresses to the trigger, without touching the view. It also keeps everything consolidated under a single tag if you manage multiple support addresses.

Hope this helps!

Hello,

Are you using any existing triggers or automations that might already be modifying ticket visibility or tagging?

I created a dedicated trigger for this specific usecase. 

for example 
when ticket is created via email 
received not : XXXX
apply tag: XXX

So you can use this tag in the views

Let me know if this make sense