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

Question

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

Answer

If a user sends an email to multiple support addresses in multiple Zendesk accounts

When a user sends an email to multiple support addresses from multiple Zendesk accounts, this will create one ticket in each account.

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

If a user sends an email 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.