Using the "Ticket Received At" condition Follow

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In the current version of Zendesk Support, the Ticket Received At condition in triggers, automations, and views can check addresses from the Zendesk Support email domain as well as from external email domains. The external email domain must be set up as described in Using an external email domain or the condition won't work.

Before March 15, 2013, the condition only supported addresses from the Zendesk Support email domain. As a result, you didn't have to specify "zendesk.com" in the address field because it was assumed. You d oon't need to do anything if you added the condition in any of your business rules before that date. However, if you make a change to one of those rules in the future, you'll need to update the value of the Ticket Received At condition to include the rest of your email address (@mycompany.zendesk.com).

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Comments

  • 0

    Is this attribute available in Gooddata? I cannot find it there?

  • 0

    It would be nice if Zendesk would identify the Received at address also when ticket sender uses CC or BCC field. Sometimes this happens and it would be seem logical to still identify the address to which the request was sent regardless of the use of CC or BCC field.

  • 0

    Correction on my comment: Based on the information from Zendesk, we thought that CC would not work, but it actually identifies the received at address correctly. It is only the BCC case, where the received at address is not identified.

  • 0

    I don't quite get this.

    I have added company gmail account to Settings - Email - Support addresses.

    Lets say that there is address support@company.com, that email address has alias support@product.com

    How I can create a trigger which could understand that do something to tickets which are received from this support@product.com?

    Because this "received at" doesn't understand aliases - it only sees that original gmail address.

    I can't add that support@product.com to Support addresses - Zendesk says: "This address is already used by...".

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