Can I set up Zendesk so emails sent to one of my agents are automatically converted to a ticket?
This is not possible. Email addresses that are used to receive tickets cannot be duplicated as an agent or end-user address.
If you attempt to use an email address more than once, you will receive an error message.
If someone emails one of your agents directly by mistake, or if that is an occasional part of your workflow, they can pass the email to your support address.