Information in Original Email Source of Zendesk Ticket
Find out what details are available in the original email source of a Zendesk ticket, including recipients and headers.
What information can I find in the original email source of a Zendesk ticket?
In the original email source of a Zendesk ticket, you can find detailed information about the email's recipients and headers. This includes the 'To:' line, which lists the original recipients, and the 'CC:' line, if there are any CC'd contacts.
Additionally, you can view the full email headers, which provide more context about the email that created the ticket. This information can be accessed by selecting 'View original email' from the options menu when hovering over the customer's message in the ticket.
More related questions
How can I view the original recipients of a ticket in Zendesk Support?
To view the original recipients of a ticket in Zendesk Support, you need to access the original email source. Open the ticket in your account, hover over the message received from the customer, and click the options menu icon that appears. Select…
Can I use the original 'To:' field in Zendesk workflows?
Currently, there is no native way to use the original 'To:' field in Zendesk workflows. While you can view the original recipients of a ticket, capturing the 'To:' field in a trigger is not supported. All recipients on the ticket, such as CC,…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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