Sender / X-Google-Sender-Delegation Bug When Users Forward Delegrated Email to a Zendesk Account | Community
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Sender / X-Google-Sender-Delegation Bug When Users Forward Delegrated Email to a Zendesk Account

  • May 25, 2020
  • 1 reply
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L

Here are the steps to reproduce the bug:

1) Login to a Gmail account, e.g. example@gmail.com

2) Add a delegate to send mail on your behalf, e.g. delegate@gmail.com:

https://support.google.com/mail/answer/138350?hl=en

2) Login to the Gmail account that was designated as a delegate e.g. delegate@gmail.com

3) Open the delegated inbox, e.g. example@gmail.com's inbox, from within the delegate@gmail.com account

4) Send an email to another email account, e.g. another@gmail.com

5) The email headers will show something like:

Date: Thu, 23 Apr 2020 18:35:06 +1000
Sender: delegate@gmail.com
X-Google-Sender-Delegation: delegate@gmail.com
Message-ID: <CAAz0aXC_U_4EsXmroeUwKyS3QLAT3v6Ez7c9d2HAY4gLzvBe2g@mail.gmail.com>
Subject: Re: Incorrect time
From: Example <example@gmail.com>
To: Anthony Davies <another@gmail.com>
Content-Type: multipart/alternative; boundary="00000000000045fb1d05a3f12013"

6) Zendesk will add delegate@gmail.com to the ticket but it should have added example@gmail.com as that is the from address

If you want to look up a real example in your backend systems, find ticket # 135177 in the Starshipit Zendesk account (https://support.starshipit.com/hc/en-us).

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    1 reply

    L
    • Liam15
    • Author
    • February 17, 2021

    Your ticket (#5958902) has been resolved.

    Kharlo (Zendesk Support)

    Jan 11, 2021, 16:28 PST

    After discussing, the behavior you're describing doesn’t seem unusual. Zendesk looks to the underlying sender. That’s how our email processor has always worked. If the underlying sender is different than the From address, we’ll use the underlying sender instead.

    This strikes us as expected behavior.

    If delegate@gmail.com sends us an email, we’ll attribute it to delegate. We won’t create tickets for example because delegate contacted us. In the very specific delegate workflow which you described, and understandably a nuisance. In other situations, though, it’s a messy spam vector. Imagine if a spammer could send enormous piles of email tickets just by modifying their “From” values. 

    With that said, our support is limited to our Zendesk customers who have accounts with us. We appreciate you bringing this forward to us.

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