Staff and Light Agent Role tickets submitted through email going to an unnamed group | Community
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Staff and Light Agent Role tickets submitted through email going to an unnamed group

  • February 27, 2023
  • 1 reply
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J

So when anyone who isn't a customer submits or forwards a ticket through email to the configured email address it sends it to a unnamed group in Zendesk we call "no man's land". This doesn't happen when a customer submits a ticket through email to the same email address just the staff members and light agents.

      1 reply

      Amie11
      • Amie11
      • February 28, 2023

      Hey @joshua31,

      Without being able to see your trigger configuration directly, to me this sounds like there is a trigger issue happening here. 

      You could have a condition in your inbound routing trigger which is just detecting end-users only. That could be why this is happening. 

      I'd recommend for you to reach out to Zendesk Support directly with this matter as they can take a look at the trigger configuration for you inside your account and should be able to assist you with the best solution to resolve from there. 

      Best,

      Amie

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