Trigger Received at not working?

4 댓글

  • Dan Ross
    Community Moderator

    Hey Yuri, 
    Are you using ALL or ANY for the conditions? Both would need to be in the ALL section for this to work as you're describing.

  • Yuri Quero

    Hi Dan!

    I'm using ALL conditions.

    And I'm watching this behaviour in various of our zendesk instances, it's a bit strange.
    Ah, and the trigger that shouldn't act is always the one from the default zendesk domain account (

    Thank you for your help!!

  • Ben Van Iten
    Zendesk Community Team

    Hi Yuri,

    In this case both triggers are firing because the condition received at is technically true on both triggers since your external email address is routing the message to that Zendesk address.

    We would suggest that you never use any of the default Zendesk support addresses with this condition for this reason, unless it is an address that is is not used to route external emails. It might be worth creating an extra Zendesk support address that customers never see directly, and it only exists on the back end for forwarding. Please let me know if this doesn't make sense and I'll be glad to elaborate further.

  • Yuri Quero

    Hi Ben,

    I get it. 

    Thanks for the explanation.



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