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Triggers on emails
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已于 2023年2月13日 发布
Hi All,
We have a setup with our orders and customer services on Zendesk. The issue I am having is people email orders and CC Customer services and visa versa.
With the triggers I have set up a ticket comes in and both "received at" Customer services and order triggers are triggered. Is there a way to stop triggers on CC addresses?
If not is there a way to stop triggers in a category to stop processing in the category if one is triggered?
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Arianne Batiles
Hi Zac Stanger,
Triggers do not currently have a condition to determine whether a support address is CC'ed. The only condition we have is to determine whether a CC is present in a ticket.
If there are two tickets created from a single email due to this scenario, I recommend merging the duplicate ticket with the one that has the correct "Received at" address. For more information on how merging tickets work, please check this article.
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