Jeff Wigal

We're going to end up writing a webhook that checks for this on our incoming ticket.

When a user sends in a ticket via email, we will check to ensure that the email used to create the ticket is set as the user's primary email address, if it isn't already.

We shouldn't have to do this. It's ridiculous.

We've been burned by this setup multiple times. User sends us an urgent email from a secondary address. We reply immediately and the reply is sent to their primary address and the user doesn't see it. User gets upset that we ignored them. We look like idiots when we have to explain to the user "well we sent you a reply but not to the address you initiated the ticket from."