Can I send one email to create two different tickets in two Zendesk accounts?

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5 Comments

  • Andrea Moore

    Is this something that is being worked on? If you won't create two tickets, can you have the other support account be listed as a CC? I have customers that will email multiple support groups and each group has an action they need to perform based on the email. Currently it only goes to one account and doesn't CC the others. The account that gets it doesn't know it should also go to other groups and the other groups are completely unaware of the ticket.

    1
  • Nicole S.
    Zendesk Community Team

    Hi Andrea - 

    Thanks for your inquiry. This is not something that the team is planning to develop. It's not a request we've seen from many users, and would require some heavy coding to make it work without breaking the inherent logic of the system. 

    That being said, the Product Manager is open to researching it if enough users have a need for it. You are welcome to create a new thread in the Product Feedback topic to see if other users have similar requirements. Here's how to create a feedback post

    -2
  • Sean Cusick
    Zendesk team member

    It is not always strictly true that an smtp relay will happen in the order in which addresses appear in the To: line. If an address that is listed second completes the smtp relay first, for any reason, then that will be the account in which a ticket is created and the subsequent relay attempts will be rejected. 

    0
  • Kristy Alajoki

    We have a need for this too.

     

    5
  • Chanteena Murphy

    This is definitely something that needs to be implemented or at least have a work around created with triggers/automation!

    I have two different teams that operate out of Zendesk and there are issues where both teams need to take action, but one action does not necessarily impact the other. Also, both team should receive credit for solving their end of the issue. 

    UPDATE: We have started using the Side Conversations (with child side tickets) feature and this helps tremendously!  It does not completely solve the problem, but it does allow both teams to get the credit needed for their portion of the solution! 

    2

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