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Glory Mae
August 3, 2026
Question

No multi-recipient email tickets created with email forwarding via Microsoft Exchange

  • August 3, 2026
  • 1 reply
  • 37 views

We turned on our multi recipient email tickets this morning in our production environment; however it isn't working as expected. Pre-production enablement: we tested the multi-recipient functionality in the sandbox environment using multiple Zendesk support emails, and it worked. In production, multi-recipient functionality works using Zendesk support emails. However, when using external/forwarded addresses via Microsoft Exchange - the function does not work. 

We emailed 2 Groups via their external emails, which Microsoft Exchange forwards to Zendesk support emails. It resulted in 1 ticket to 1 group.  Expected behavior was 2 tickets (1 each to Group) with a system internal note and multi-recipient email IDs on both.

Support ticket #15085209 was submitted, and Zendesk Support requested that we post in this community forum for assistance. Can you help us? Thank you

      1 reply

      Benjamin Kirsch
      Benjamin KirschProduct Manager
      Product Manager
      August 3, 2026

      Thanks for this info!  We heard this from another customer as well and are investigating the issue and how to address this before GA.

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