Bydefault, Zendesk creates one ticket for each incoming email support request, even if an end user adds multiple support addresses to the email. This may cause other teams copied on the email to miss out on the conversation.

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Summary: ◀▼

Turning on multi-recipient email tickets creates separate tickets for each support address in an email, helping teams handle multi-department requests. Each ticket links to its support address and shares a multi-recipient email ID for easy tracking. This feature supports various support address types but may increase ticket volume. Notifications keep end users informed, and replies thread correctly within each ticket.

The multi-recipient email tickets feature is currently in an early access program (EAP). To learn more about the EAP or give feedback, see the customer community page. To participate, turn on the feature in your account.

By default, Zendesk creates one ticket for each incoming email support request, even if an end user adds multiple support addresses to the email. This may cause other teams copied on the email to miss out on the conversation.

Admins and agents in custom roles with Manage channels and extensions permission can turn on the multi-recipient email ticket workflow. This workflow creates multiple tickets when an inbound email with multiple support addresses is sent to the same Zendesk account. For example, an email sent to it@company.zendesk.com and hr@company.zendesk.com creates two tickets: one assigned to the IT support address and another to HR support, ensuring efficient collaboration on multi-department requests.

Multi-recipient email tickets can be created for all support address types—Zendesk support addresses, forwarded addresses, and external addresses added through a connector, such as the Microsoft Exchange connector.

This article contains the following sections:
  • Understanding multi-recipient email tickets
  • Considerations
  • Turning on multi-recipient email tickets
  • Turning off multi-recipient email tickets

Understanding multi-recipient email tickets

With multi-recipient email tickets turned on, Zendesk creates one ticket per unique support address found in the To or CC fields when an email is received. Each ticket is associated with the respective support address and brand to keep teams aligned with their support requests.

When Zendesk creates multi-recipient email tickets, an internal comment is added to each ticket so agents can identify the ticket as part of a multi-recipient email event.

The Multi-recipient email ID field on each ticket shows the ID assigned to that conversation. Because this ID is shared across all tickets created from that email, agents can use it to find all tickets associated with the original request.

End users receive a notification email for each ticket so that they are aware that their email has created multiple tickets. When a user replies to an email, Zendesk continues the thread in the corresponding ticket.

If an end user adds a new support address to a ticket reply, a new ticket will be created for that address. If an end user replies and adds a support address back into their reply that already has a ticket created in that specific conversation, that reply will thread into the corresponding ticket.

Considerations

Consider the following before turning on multi-recipient email tickets:

  • Multi-recipient email tickets create multiple tickets, which can significantly increase ticket and email volume in your Zendesk account.
  • Up to 10 support addresses are supported per inbound email. If Zendesk identifies more than 10, they are sorted alphabetically, and support addresses after the first 10 are dropped.
  • BCC emails will become suspended tickets with the suspension type recipient_address_not_in_to_cc.
  • If an inbound email becomes suspended and that suspended ticket is recovered, it will not thread into the corresponding ticket created through the multi-recipient email ticket workflow.
  • If an inbound email is missing necessary threading information to associate it with an existing multi-recipient email ID and ticket, a new ID and ticket will be created.
  • If a user replies to an email notification and adds another support address into that reply, a new ticket will always be created, even if the added support address already has a ticket with the same multi-recipient email ID.

Turning on multi-recipient email tickets

The multi-recipient email tickets feature is being released initially in an early access program (EAP). To participate in the EAP, turn on the feature in Admin Center. Then, add the Multi-recipient email ID platform field to your ticket forms.

To turn on multi-recipient email tickets

  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
  2. In the Email settings section, select Multi-recipient email tickets EAP.
  3. Select Multi-recipient email tickets.
  4. Click Save.

To add the Multi-recipient email ID field to tickets

  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
  2. Click the Default Ticket Form to open it.
  3. In the Available ticket fields section, search for Multi-recipient email ID, then click the Plus sign (+) to add a ticket field to the form.
  4. Click Save.
  5. Repeat for any other forms your agents are actively using.

Turning off multi-recipient email tickets

When you turn off multiple-recipient email tickets, Zendesk reverts to the standard workflow, where one inbound email creates only one ticket.

To turn off multi-recipient email tickets

  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
  2. In the Email settings section, deselect Multi-recipient email tickets EAP.
  3. Deselect Multi-recipient email tickets.
  4. Click Save.

To remove the Multi-recipient email ID platform field from tickets

  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
  2. Click the Default Ticket Form to open it.
  3. Click X next to Multi-recipient email ID to remove the ticket field from the form.
  4. Click Save.
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