Shane Skeens

Thanks for the reply, Benjamin! For our purposes, simply passing (replicating) the same information that is included on the ticket created from an email. "From", "To" and all Cc's, as well as any information included in the email itself (subject, body, attachments, etc).

Without understanding your new "endpoint" better, it's hard to say exactly how it could be optimally designed.

Agreed. This is a significant limitation that is causing us to re-evaluate the use of Zendesk in our Multi-brand environment, in which every brand has a unique email address. If a user sends it to one brand and Cc's another, the second will never hear of it. Even suspending the tickets would give some visibility into the issues received.

Please revisit this issue for us multi-brand customers!!!