Trigger based on the Received at condition is firing on all ticket

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4 Comments

  • Hillary Latham
    Community Moderator

    We recently switched over to a custom email address and have emails forwarding to Zendesk.  I tried to create a view to catch tickets that are going to the @<name>.zendesk.com domain and it's showing me all tickets created in email, even to the new email address (which is forwarded to Zendesk at the old one).  I have "received at" "is" and the old email.  How can I get my view to just show those tickets created from email sent directly to the @<name>.zendesk.com email addresses and not those routed via our email server?  I want to followup with those customers and remind them to use our new email addresses.  

     

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  • Beau P.
    Zendesk Customer Care

    Hello Hillary,

    If you're forwarding email from an external address into your Zendesk, you'll want to make sure you've formalized that connection by adding the address as a support address in its own right under Admin>Channels>Email. If you haven't done this, messages forwarded from an external address will register as coming in via the default Zendesk email address the external is forwarding to, rather than the external address directly.

    By creating this connection, you'll be able to define behaviors around that received address in the same way you're able to do so with your Zendesk default addresses, and also differentiate between emails received at a forwarded external address from those truly received at a Zendesk default address.

    Additional information regarding this configuration can be found here: https://support.zendesk.com/hc/en-us/articles/203663336-Adding-support-addresses-for-users-to-submit-tickets

    Beau | Customer Advocate | support@zendesk.com

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  • Hillary Latham
    Community Moderator

    Hey @..., I do have this setup.  My email settings support addresses list contain both emails: support@zendeskdomain and support@mycompanydomain.  Our company email system forwards emails that come to support@mycompanydomain to support@zendeskdomain.  But the view I built above shows all tickets as being received at support@zendeskdomain even though I can see tickets were sent to support@mycompany domain from the email history in the ticket.

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  • Beau P.
    Zendesk Customer Care

    Hi Hillary,

    I'm going to open a ticket with you so we can have a closer look at this within the context of your account directly.

    Thanks,

    Beau | Customer Advocate | support@zendesk.com

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