Turning on multi-recipient email tickets (EAP)

Bydefault, Zendesk creates one ticket for each incoming email support request, even if an end user adds multiple support addresses to the email. This may cause other teams copied on the email to miss out on the conversation.


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Summary: ◀▼
Turn on multi-recipient email tickets to create separate tickets for each support address in an email, helping teams handle multi-department requests. This feature supports various support address types and adds a shared ID for tracking related tickets. Be aware it increases ticket volume and supports up to 10 addresses per email. Notifications keep end users informed about multiple tickets created from their email.






The multi-recipient email tickets feature
is currently in an early access program (EAP). To learn more about the EAP or give
feedback, see the customer community page. To participate,
turn on the feature in your
account.

By default, Zendesk creates one ticket for each incoming email
support request, even if an end user adds multiple support addresses to the email. This
may cause other teams copied on the email to miss out on the conversation.
Admins and agents in custom roles with permission to
manage channels and extensions can turn on the multi-recipient email ticket
workflow. This workflow creates multiple tickets when an inbound email with multiple
support addresses is sent to the same Zendesk account. 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.
Multi-recipient email tickets can be created for all support address types—Zendesk
support addresses, forwarded addresses, and external addresses added through a
connector, such as the Microsoft Exchange connector.
This article contains the following topics:
Understanding multi-recipient email tickets
Considerations
Turning on multi-recipient email tickets
Turning off multi-recipient email tickets




Understanding multi-recipient email tickets

With multi-recipient email tickets turned on, Zendesk creates one ticket per unique
support address found in the To or CC fields when an email is received. Each ticket
is associated with the respective support address and brand to keep teams aligned
with their support requests.
When Zendesk creates multi-recipient email tickets, an internal comment is added to
each ticket so agents can identify the ticket as part of a multi-recipient email
event.

The Multi-recipient email ID field on each ticket shows the ID assigned to that
conversation. Because this ID is shared across all tickets created from that email,
agents can use it to find all tickets associated with the original request.

End users receive a notification email for each ticket so that they are aware that
their email has created multiple tickets. When a user replies to an email, Zendesk
continues the thread in the corresponding ticket.
If an end user adds a new support address to a ticket reply, a new ticket is created
for that address. If an end user replies and adds a support address back into their
reply that already has a ticket created in that specific conversation, that reply
threads into the corresponding ticket.



Considerations

Consider the following before turning on multi-recipient email tickets:

Multi-recipient email tickets create multiple tickets, which can significantly
increase ticket and email volume in your Zendesk account.
Up to 10 support addresses are supported per inbound email. If Zendesk
identifies more than 10, tickets are created for the first 10 addresses
alphabetically.
BCC emails become suspended tickets with the suspension type
recipient_address_not_in_to_cc.
If an inbound email is suspended and then the suspended ticket is recovered, it
won’t thread into the corresponding ticket created through the multi-recipient
email ticket workflow.
If an inbound email is missing necessary threading information to associate it
with an existing multi-recipient email ID and ticket, a new ID and ticket is
created.
If a user replies to an email notification and adds additional support addresses
to that reply, a new ticket is always created, even if the added support address
already has a ticket with the same multi-recipient email ID.




Turning on multi-recipient email tickets

The multi-recipient email tickets feature is being released initially in an early
access program (EAP). To participate in the EAP, you must turn on the feature in
Admin Center. Then, add the Multi-recipient email ID platform field to your ticket
forms.
To turn on multi-recipient email tickets

In Admin Center, click
Channels in the sidebar, then select Talk and email > Email.
In the Email settings section, select Multi-recipient email tickets
EAP.
Select Multi-recipient email tickets.
Click Save.

To add the Multi-recipient email ID field to tickets

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
Click the Default Ticket Form to open it.
In the Available ticket fields section, search for Multi-recipient email
ID, then click the Plus sign (+) to add a ticket field to the
form.
Click Save.
Repeat for any other forms your agents are actively using.




Turning off multi-recipient email tickets

When you turn off multiple-recipient email tickets, Zendesk reverts to the standard
workflow, where one inbound email creates only one ticket.
To turn off multi-recipient email tickets

In Admin Center, click
Channels in the sidebar, then select Talk and email > Email.
In the Email settings section, deselect Multi-recipient email tickets
EAP.
Deselect Multi-recipient email tickets.
Click Save.

To remove the Multi-recipient email ID platform field from tickets

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
Click the Default Ticket Form to open it.
Click X next to Multi-recipient email ID to remove the ticket field from
the form.
Click Save.



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