Email forwarding to multiple support address to share tickets among multiple groups | Community
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Email forwarding to multiple support address to share tickets among multiple groups

  • January 31, 2020
  • 5 replies
  • 0 views
T

Hi,

We get tickets where user sends email to multiple support address but that creates ticket only for one group. Is there a way where an email if sent to multiple support addresses should create duplicate tickets for all the groups?

I found a link where someone has raised the same question but it is still unanswered.

https://support.zendesk.com/hc/en-us/community/posts/360033621374-Multiple-Tickets-from-Email-with-Multiple-Support-Addresses?page=1#community_comment_360010162114

Thanks,

Toa

    5 replies

    A
    • Anonymous
    • February 5, 2020

    Adding to this, we've noticed that triggers with the "received at" condition won't fire if an email is sent to multiple support addresses -  preventing us from coming up with alternative solutions to this problem.

    Chris112
    • Chris112
    • February 5, 2020

    Hello Toa,

    The only way to make something like this would be have the user send two separate emails to each address. Otherwise when our system sees the same email come to two support addresses it will ignore the second one as it has already been received. We use the message id of the email to determine multiples.                                                                                                                                                                                 

    I hope this helps!                                                             

    T
    • Toa
    • Author
    • February 7, 2020

    Hello Chris,

    Thanks for the update. We understand now that it is the standard functionality to create ticket to only one group and ignore the second one, but I wish there was a way to customize it :-). A major business practice for us is different teams work on different parts of one ticket. Instead of reassigning the ticket back and forth between teams, it would b great if we could just have two tickets. 

    Thanks a lot for your response,

    Toa

     

    Chris112
    • Chris112
    • February 10, 2020

    Toa,

    The only option we have for something like this would be an app called Clone ticket this app will allow you to create copies of tickets to move to other departments!

    I hope this works for you!

    L
    • Lizette
    • January 19, 2021

    We have a huge issue with this not been a functionality, or even possible to in any way overwrite. We have tickets coming in daily that needs to go to several support teams as they are divided into geographical teams. We have informed the organization that they have to send one email pr team (8 in total) every time they send out information. We have also said that they can send it to the managers and that they manualy create a ticket for their team, but obviously this is not viable and does not help if the requester is a customer who knows nothing about how the flow in zendesk works. We are getting complaints from customers that we have not done our job, because the ticket has been solved by only the one team that recieved the ticket. 

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