I'll try to be as concise as possible, but it's a long story.
We have customer contacts we deal with that are support groups themselves (firstname.lastname@example.org). In those cases, in order to keep everything neat, we will add individual emails to that requester as we become aware of them. So if an individual with that group emails us, as long as they're set up as an additional email address contact in that requester, their comment will go into the ticket.
In some cases, the requester may have 20 or more email address contacts. It actually works very well for us.
My problem is we have one user that the emails are not being sent to the primary email address. They're being sent to one of the secondary email address. We have confirmed this with the customer.
I opened a ticket with Zendesk support, but it's been 35 days with no response/resolution (they're the worst), so I thought I would reach out to the community since I'm desperate for assistance.
Here's what we've found so far:
- This issue happens no matter how the ticket is created (API or manually), so it would appear to be an issue with the requester
- Looking at the requester behind the scenes (within the database), we see that the secondary email has a database value named "deliverable_state" that is set to mandatory. We don't see this value on other requesters similar to this one, so we think this may be the issue.
Any thoughts on what the issue is and/or how to fix it? I've tried to keep this short, so if anyone would like more information, let me know and I'd be happy to provide it.
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