I created a trigger using the Received at condition, and it is now firing on all tickets.
When you forward incoming email to your account, Support recognizes the created ticket as being received at your Zendesk email address. This means that any trigger that uses the Received at condition fires in the following situations:
- The email is sent to your Zendesk email address (firstname.lastname@example.org).
- The email is sent to an external email address (email@example.com) that forwards emails to the Zendesk email address of your account.
To prevent the trigger from firing in emails received at a Zendesk email address, change the trigger to target the external email address only: Received at | Is | firstname.lastname@example.org.
For more information, see the article: Trigger conditions and actions reference.