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Problem with receiving a ticket with e-mail in BCC
已于 2022年8月29日 发布
Zendesk doesn't recognise how the ticket was received if the e-mail was in BCC.
Strange is that the ticket is created correctly, but since the address is used in BCC, the "via" in the ticket isn't correct (it'll be the native adress of Zendesk)
There triggers and other ways to automate some processes in Zendesk are impossible.
I can't believe that BCC isn't supported by Zendesk. Such a basic function of e-mail.
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4 条评论
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Sean Cusick
BCC emails are not uniform in nature across different email providers. Different clients will send them in different ways - sometimes sending a unique email wit the BCC address populating the To: field, sometimes by inserting a header that the user never sees letting the recipient client know that a BCC might have been used, and sometimes just routing the email to the intended server entirely through the Received: headers - which makes creating any programmatic feature around them very difficult.
We are aware of this as a customer concern and we are tracking those concerns as well as considering possible ways to manage BCCs better.
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Vinn Schön
We regularly receive inquiries where the customer uses BCC. Unfortunately we cannot tell which address they sent the message to because it only shows the "default address" or native address as described by Klarette.
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Sydney Neubauer
+1 to this issue. We are seeing the same thing when an email is added as a BCC. It goes to the default of the Brand and completely ignores the triggers set up for the email address. How can we address this issue with triggers?
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Marleen de Smet
+1 for this
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