How can I send email notifications to secondary emails?

Question

How can I send Zendesk email notifications to secondary emails?

Answer

Support sends emails to the primary email address. Zendesk uses the secondary email addresses to identify user accounts. Ticket updates from outgoing emails are sent to the primary email address.

Note: If the primary email is determined undeliverable, Zendesk will attempt to send ticket updates to the secondary email address. For more information, see the developer documentation: Deliverable state.

As a workaround, create email target that represents a secondary email address and use that target in your triggers and automations. This is only recommended for limited use as it is not a scalable alternative. For more information, see the article: Creating webhooks to interact with third-party systems.