How can I send Zendesk email notifications to secondary emails?
Support sends emails to the primary email address. The secondary email addresses are used to identify user accounts, but outgoing email ticket updates are sent to the primary email address.
As a workaround, create email target that represents a secondary email address and use that target in your triggers and automations. This is only recommended for limited use as it is not a scalable alternative. For more information, see the article: Creating webhooks in Admin Center.