Handling Tickets Sent to Multiple Groups in Zendesk
What happens if a ticket is sent to multiple groups in Zendesk?
When a ticket is sent to multiple groups in Zendesk, it typically assigns to the first email address listed in the 'To' line. Zendesk recognizes only the first support address and creates a ticket in that account, ignoring any additional addresses. This behavior is consistent even if multiple support email addresses are used in the 'CC' or 'BCC' fields.
For more details, refer to the article onemail behavior in Zendesk.
More related questions
Why do my Zendesk tickets auto-assign to one group?
Tickets in Zendesk might auto-assign to one group for several reasons. If you only have one group set up in your account, all tickets will automatically assign to that group. To prevent this, you can create a dummy group, but this won't work if you…
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To stop tickets from auto-assigning to a group in Zendesk, you need to check a few settings. If you have only one group, consider creating a dummy group to have more than one option. However, this won't work if you have only one agent. If you have…
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Organization mapping in Zendesk can automatically assign tickets to a specific group if a group is selected in the Group field for users in that organization. This means that any new tickets submitted by users who are part of the organization will…
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