Forwarded emails seem to cc the email that forwarded them? | Community
Skip to main content

Forwarded emails seem to cc the email that forwarded them?

  • December 18, 2023
  • 4 replies
  • 0 views
Matt55

We have a team that gets their emails forwarded to Zendesk to be looked over by our support folks, but it seems in the ticket that the original email is cced?

Example email sent to bob@ourcompany.com forwards to bob@zendesksomething.com, but in the ticket it says it is to bob@zendesksomething.com, but cced on the ticket is bob@ourcompany.com. 

I have dug through the forwarding rules to make sure it's not saving a copy of the email or trying to cc the original address as it forwards and I can't find in Zendesk where it may be ccing the original email either. Has anyone else seen this or have any idea where I can look next? It just seems like it's in a loop or something.

    4 replies

    B
    • Brandon34
    • December 18, 2023

    Hi Matt,

    I would check your email forwarding settings:

    • Email Provider Settings: Double-check the forwarding rules in the email provider of bob@ourcompany.com. Ensure that the forwarding rule is set to forward only, not to forward and keep a copy or CC the original address.
    • Forwarding Method: Verify if the forwarding is set up as a simple forward or if it's using some form of redirection or filtering that might cause the CC.
    Matt55
    • Matt55
    • Author
    • December 18, 2023

    yeah sadly I checked all the easy stuff and it looks right. I'll keep digging to see where the difference is.

    B
    • Brandon34
    • December 18, 2023

    When you look at a ticket what do the headers say?

    Phil50
    • Phil50
    • June 24, 2024

    I'm having this same issue - wondering if there was a resolution?

    Terms & ConditionsCookie settingsAccessibility statement