View Original Recipients of Zendesk Tickets
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 'View original email' to open a new window with further details.
In this new window, you'll find information about the original recipients under the 'To:' line. If there are any CC'd contacts, they will be listed under the 'CC:' line. Additionally, you can view the full email headers associated with the original email that created the ticket. For more details, you can refer to the article on viewing the HTML and original source for incoming tickets.
More related questions
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,…
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….
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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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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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