Can an email create multiple tickets in a Zendesk account or different Zendesk accounts?

Question

Can I send an email to create two different tickets in one or two Zendesk accounts?

Answer

No, it is not possible to send one email to create or update multiple different tickets in either one or multiple unique Zendesk accounts.

If an email is sent to multiple support addresses in multiple Zendesk accounts

Zendesk will create a ticket in the first account listed in the To: line and will reject the email sent to the second account's support address. For example:

To: [e-mail], [e-mail]

A ticket will only be created in the account using the support email address company1.zendesk.com. No ticket will be created in the account using the support email address company2.zendesk.com.

If an email is sent to multiple support addresses in one Zendesk account

If multiple support addresses, from the same account, appear in either fields: To, CC, an internal prioritization process determines which address will become the support address for the ticket. For security reasons, this process is internal. For example:

To: [e-mail], [e-mail]

In a similar way, if an end user adds different support email addresses in the To and the CC fields, these addresses may appear in different order when the ticket is created. This is because the system will pick the first email it checks.

For more information on how emails become tickets, see the article: Getting started with email in Zendesk Support.