Question
Why do the email addresses swap between the To and CC fields in some tickets?
Answer
This happens when the support address is located in the CC field instead of the To field in the original inbound email.
Zendesk is designed to be a ticketing platform rather than an email platform. Therefore, the logic is different. While the original email may show the support address in the CC field, the Zendesk UI moves this address to the To field to indicate which support address the email was sent to.
Additionally, recipients are moved to the CC field. This lets agents know who their response will be sent back to, and agents can ensure all recipients are included in the email. The same happens in a ticket where the inbound email is sent to any external email address, and the subdomain support email address is CCed. For more information, see the article: Understanding CCs and followers.
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