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, assignee, or requestor, will be the recipients of the trigger. For more information, you can refer to the original article on viewing 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…
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….