Trigger based on the Ticket > Received at condition actioned all tickets

Issue symptoms

I created a trigger using the Ticket > Received at condition and it fired on all tickets.

Resolution steps

When you forward incoming emails to your account, Support recognizes these tickets as received at your Zendesk support email address. Any trigger that uses the Ticket > Received at condition fires in the following situations:

• The email recipient is your Zendesk email address, for example [e-mail]
• The email recipient is an external email address, for example [e-mail] that forwards emails to the Zendesk email address of your account

To prevent the trigger from firing in emails received at a Zendesk support email address:

1. Change the trigger to target the external email address: Ticket > Received at | Is | [e-mail]
   
2. Another option is to exclude a specific email address of your choice with this condition: Ticket > Received at | Is Not | [e-mail]

For more information, see the article: Trigger conditions and actions reference.