Issue symptoms
I created a trigger using the Ticket > Received at condition, and it is now firing on all tickets.
Resolution steps
When you forward incoming emails to your account, Support recognizes these tickets as being received at your Zendesk support email address. This means that any trigger that uses the Ticket > Received at condition fires in the following situations:
- The email recipient is your Zendesk email address (support@yoursubdomain.zendesk.com).
- The email recipient is an external email address (support@yoursubdomain.com) 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, change the trigger to target the external email address only: Ticket > Received at | Is | support@yoursubdomain.com.
For more information, see the article: Trigger conditions and actions reference