Announcing the general availability of multi-recipient email tickets

Announced on | Rollout starts | Rollout ends
September 1, 2026 | September 1, 2026 | September 4, 2026

Beginning September 1st, the multi-recipient email ticket feature will move from open EAP to general availability (GA) and become available to all customers. This new feature, controlled through a setting on the Email Settings page in Admin Center, improves team collaboration on tickets by ensuring a ticket is created for each support address on an inbound email ticket.

This announcement answers the following questions:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Zendesk is releasing a new setting that creates a ticket for each support address included on an email ticket. For example, an email sent to it@company.zendesk.com and hr@company.zendesk.com creates two tickets: one assigned to the IT support address and another to HR support, ensuring efficient collaboration on multi-department requests.

Additionally, when those tickets are created, they'll be linked through a unique field ID named multi-recipient email id, and will include a private note at the beginning of the ticket notifying agents that it is the result of the multi-recipient email ticket workflow.

For more information, see Turning on multi-recipient email tickets.

Why is Zendesk making this change?

This new feature lets customers communicate in more complex ways and collaborate across teams more seamlessly.

What do I need to do?

No action is needed. This is a new setting available to all customers in Support.

If a customer was a part of the EAP and had the EAP setting enabled on its Support instance, no change is needed. The setting value will be carried over to GA.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.