Henry Palmroos

We even hired an outside consultant to help us, unfortunately they were unable to resolve these technical issues which wasn't much an suprise for me, but hey, we are desperate :(.

They had some ideas like using forms on the website for primary way of contacting us so that the user cannot send the request to multiple addresses, of course email would still be the "backup" way for contacting us. Or having a one main support address for all support requests in where the agents would sort and redirect incoming tickets to different support groups (not very elegant way to solve this because of privacy and security reasons) etc.

In the end the problem remains, these solutions are just workarounds. The worst part is not knowing if you have missed something important.

At this current stage I fear that two our deparments will stop using Zendesk, which is shame, as setting them up and training people was a lot of work only to run into this show stopper.

Hi!

We have a problem, when user sends an email containing two or more support addresses in the same message, ticket gets created only for the first support address. There is no indication (that I know) that the user was trying to contact other support addresses too.

For example:
a) address for HR
b) address for Payroll questions

So if user sends an email containing both support addresses a) & b), ticket will be created for only support address a). This is actually real life problem, because in our company it is common practice for people to send email to those addresses at the same time. It is common practice to send one email to multiple recipients in general, so we cannot require that people know this, and even if our own workers knew this, people outside of our company would have no idea. I cannot believe other Zendesk users have not run into this problem?

Now our agents have to keep track both the Zendesk and the shared mailbox accounts in order to spot the possible missing tickets.

According to this article we cannot send one message to two different account addresses.
https://support.zendesk.com/hc/en-us/articles/4408881694362-Can-I-send-one-email-to-create-two-different-tickets-in-two-Zendesk-accounts-

But in my testing this does infact seem to work? Using M365 shared mailboxes and IF those two support addresses are in their own seperate Zendesk accounts/instance. If those support addresses are in the same account/instance then Zendesk will just quietly ignore the rest.

For example:
Email -> M365 shared mailbox a -> send to Zendesk account 1
Email -> M365 shared mailbox b -> send to Zendesk account 2

With this setup sending one email to both a) & b) in the recipient list M365 (I guess) will create two separate emails (?) and everything works just fine, user will get two tickets and two notifications from both accounts.

Any ideas what to do to resolve this?

So far only idea that I have is to separate the support address a and b to their own accounts. This of course increases the administrator work, because we have to administrate several different accounts in Zendesk. In our case this would be 5 different Zendesk accounts which is not impossible does seem to defeat the whole idea of having groups and multiple support addresses in one Zendesk instance.

Thanks for any help!

And I am sorry if this is wrong place to post this question!