What happens when an email is sent to multiple support addresses?

Question

What happens when an email is sent to multiple support addresses?

Answer

In general, one email sent into a Zendesk instance creates one ticket, irrespective of the number of support addresses contained in that email.

In some scenarios, one email could create multiple tickets if the support addresses in that email correspond to different Zendesk accounts. If the support addresses correspond to different accounts and only one ticket is created, as soon as someone adds a comment to that ticket, the Zendesk-to-Zendesk email creates tickets in the other 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 with the support email address company1.zendesk.com. No ticket will be created in the account with 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 Toor CC, an internal prioritization process determines which address will become the support address for the ticket. The result may vary from ticket to ticket. For security reasons, this process is internal. For example:

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

Similarly, if an end user adds different support email addresses in the To and the CC fields, the system may display these addresses in a different order when it creates the ticket. 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.