Staff and Light Agent Role tickets submitted through email going to an unnamed group


  • Amie (successcx)

    Hey Joshua Nelson,

    Without being able to see your trigger configuration directly, to me this sounds like there is a trigger issue happening here. 

    You could have a condition in your inbound routing trigger which is just detecting end-users only. That could be why this is happening. 

    I'd recommend for you to reach out to Zendesk Support directly with this matter as they can take a look at the trigger configuration for you inside your account and should be able to assist you with the best solution to resolve from there. 




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