Multi-brand ticketing by email channel

Hello,
To handle this issue in Zendesk for Brand C (internal-only) — where you want to prevent external emails from generating tickets, and instead either redirect them to Brand A or at least notify the sender — you'll need to use a combination of Triggers, Conditions, and Email Address Domain Checks.Zendesk doesn’t allow moving tickets between brands, but you can reassign tickets to a different Group or Form (Brand A) if certain conditions are met.This way, external users who mistakenly email Brand C will have their ticket routed to Brand A’s support queue, assuming that the support staff can    https://www.ezpass-nh.com  respond appropriately.Zendesk doesn’t let you outright block ticket creation by sender domain in standard settings, but if you're using Zendesk Email Targeting (e.g., Google Workspace) you can filter emails before they hit Zendesk.   


Best Regards

Hey note sure if this will work but I'll give my two cents.

If everybody in your internal domain is also registered as a Zendesk user and given a role (Agent, Light Agent, etc.), you could set a condition in your Email Trigger:
“Requester>Role - Is not - (agent)/(light agent)”

The other option for a condition is to confirm with your team to always use a keyword (or more than 1) in the Subject line, when sending emails. So if your keyword is, lets say, Potato, you can set your condition as such:
“Ticket > Subject text - contains none of the following words - Potato”

And then set an action like:
“Notify by > User email - Recipient: Ticket > (requester)” And in the email body you can input a text that advises the customer to send an email to the correct brand mail.
And set it to Solve.

You could also check the settings directly in the external mail you are using (gmail,hotmail, etc.).

Thanks for sharing your insight Paul & @vancouver !