Issue symptoms
I created a trigger using the Received at condition, and it is now firing on all tickets.
Resolution steps
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 (support@yoursubdomain.zendesk.com).
- The email is sent to 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 email address, change the trigger to target the external email address only: Received at | Is | support@yoursubdomain.com.
For more information, see the article: Trigger conditions and actions reference.
8 Comments
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.
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
Ask our Zendesk Community
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.
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
Ask our Zendesk Community
Hi
I am not sure if this has been answered before, I am in need of some help.
I need help creating a trigger that when a user creates a ticket by sending an email to techsupport.com, it automatically closes the ticket and sends an email to the user from zendesk to get them to create the ticket again using the zendesk web portal.
Thanks in advance.
Thank you for reaching out to Zendesk Support.
In regards to your concern, you can set up the following trigger like the following screenshot below:
On the Received at, make sure the email that you will select there is the specific external email address that you wanted.
Thank you!
Kind regards,
Why is there no "Received at" is NOT xyz@xyz.com ?
I have two views, and I want emails coming into this email address to go to one view but not the other.
I fully agree with Mark Z
Customer Care - Can we please have an "Is NOT" option on the 'Received at' condition?
I am using a workaround by adding a separate trigger that adds dedicated tag to tickets received at a specific email address, and then on the other trigger exclude any with that tag!
But we have so many triggers, having a simple 'Is NOT' option, would save unnecessary additional triggers
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