Triggers on emails | Community
Skip to main content

Triggers on emails

  • February 13, 2023
  • 1 reply
  • 0 views
Z

Hi All,

We have a setup with our orders and customer services on Zendesk. The issue I am having is people email orders and CC Customer services and visa versa.

With the triggers I have set up a ticket comes in and both "received at" Customer services and order triggers are triggered. Is there a way to stop triggers on CC addresses?

If not is there a way to stop triggers in a category to stop processing in the category if one is triggered?

      1 reply

      A
      • Arianne
      • February 15, 2023

      Hi @zac17,

      Triggers do not currently have a condition to determine whether a support address is CC'ed. The only condition we have is to determine whether a CC is present in a ticket.

      If there are two tickets created from a single email due to this scenario, I recommend merging the duplicate ticket with the one that has the correct "Received at" address. For more information on how merging tickets work, please check this article.

      Terms & ConditionsCookie settingsAccessibility statement