Dears, we use Zendesk to support internal store staff with their HR queries. We have two processes for stores to submit their tickets. 1. Using Okta to login to the app and filling the Zendesk ticket form 2. Send email to the HR Support email (mailbox auto forwards into Zendesk).
Stores email is situated in a non-routable domain that means it cannot accept email from outside its own domain. Because of this it will not accept Zendesk notifications therefore we have set triggers in Zendesk that all tickets received from stores (email ones) are forwarded to a new HR Support mailbox. This mailbox is not a support email, doesn't auto forward into Zendesk and HR staff are using it to reply via email to the store query. When replying to the Zendesk forwarded email everything is fine. The problem I need to solve is when HR contacts stores via email (HR raises tickets to the store). HR staff will send an email to the store from the 2nd HR Support mailbox (the one which doesn't auto forward into Zendesk) and Cc the 1st HR Support mailbox so that the query is recorded in Zendesk. When these tickets arrive on Zendesk the requester is the 2nd HR Mailbox and the store email is on Cc. I need to set a trigger that the store email on Cc becomes the requester. Any help with this is greatly appreciated.