This is kind of an odd one. I'm working on implementing Zendesk Support for my network support group and am running into a puzzle and I not sure if there's a resolution to it or a work around, so I thought I'd ask in general.
As part of their work, the agents who will be using it will sometimes need to CC an email distribution group that is internal to our domain. And when I say internal, I mean if someone where to email such a group from any domain outside the company, our exchange server would just ignore it. whereas inside our domain, we can email such an internal group successfully all day long.
I thought perhaps if Zendesk was setup to send on behalf of the company's domain then it might be able to email to an internal domain address as well, but in the testing I've been doing, nothing I send through Zendesk is getting through to the internal email address for the group.
I could try getting my exchange team to open up the email groups to the outside world, and I will if that's the only solution, but before I did that I wanted to see if anyone had any thoughts or second opinions on how to handle a zendesk setup where there is sometimes a need to send a CC email out of a ticket to an address internal to your company's domain.
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