What happens when a user sends an email to multiple support addresses?

Question

What happens when a customer sends an email to multiple support addresses?

Answer

If you send an email to multiple support addresses in multiple Zendesk accounts

When a user sends an email to support addresses from multiple Zendesk accounts, the system creates one ticket in each account.

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

If you send an email to multiple support addresses in one Zendesk account

If support addresses from the same account appear in the To or CC fields, an internal prioritization process picks which address becomes the support address for the ticket. Results may vary by ticket. For security reasons, this process is internal. For example:

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

Similarly, if you add different support addresses in the To and the CC fields, the system may display them in a different order when it creates the ticket. This happens because the system picks the first email it checks.

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