API to Retrieve Original Email To & CC Fields | Community
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API to Retrieve Original Email To & CC Fields

  • February 26, 2025
  • 1 reply
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A

Hi Zendesk Community,

I'm looking for an API or method to retrieve the original To and CC fields from an email before Zendesk processes it.

Currently, Zendesk has a built-in functionality where if an email is sent with a non-support email ID in the To field and the support email ID in the CC field, Zendesk swaps these addresses. It creates a ticket for the support email ID (originally in the CC field) and moves the non-support email ID from the To field to the CC field.

Is there any API available that can be called to get the original To and CC fields before this swap occurs? Any guidance or suggestions would be greatly appreciated.

      1 reply

      E
      • Erica26
      • March 7, 2025

      Hi Amit, I recommend looking into using a webhook. This way you can both keep track and update the ticket as needed. 

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