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Triggers on emails

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Zac Stanger

Gepostet 13. Feb. 2023

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?

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    Arianne Batiles

    Zendesk Customer Care

    Hi Zac Stanger,

    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.

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