How can I view the original recipients of an I received in the ticketing system?
To see the original source for incoming emails
- Open the ticket within your account.
- Hover the message received by the customer and click the options menu icon () that appears.
- Select View original email to open a new window with further details.
Note: On May 9, 2023, Zendesk is introducing a 365-day limit for retaining original emails for tickets. After 365 days, the View original email option won't be available. For more information, see this article: Announcing a 365-day limit for View Original Email.
The tab includes information about the original recipients of the email under
To:. If there are any CCd contact, the tab will show the
CC: line. You can also find the full email headers associated with the original email that created the ticket.
For more information on email, see the article: Viewing the HTML and original source for incoming tickets.
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