Jeremy Pinar The app associates one to many emails to a group with a default address if one is not selected or if the group changes. The problem/challenge is as you described, if the agent is associated with one or more groups then any of those addresses associated with any of the groups the agent is associated with is acceptable.

This is an inherent flaw (some would say benefit) that there is not a firm email to group or email to brand association regardless of the agent's affiliation to the group. Due to other challenges we face, we have had to keep track of that email-group association in our own database to support our customers. This is something Zendesk needs to address to make and enforce a cross-reference tie between email and group.

Note, we have taken steps to remedy some of this by creating triggers that will submit a web hook call to change the email address. Unfortunately though this won't help in your situation since the web hook will fire AFTER the agent submits changes and thus an automatic email reply with a potentially incorrect address.