Freshdesk’s View Ticket API and onTicketCreate product event inside a serverless app always return the default email address even if a user contacts from his/her alternate email. This makes it difficult for us to perform certain internal validations such as the currently logged-in user account.
Hey Jones, Thanks for your reply. It’s not about getting primary/secondary emails, it’s about getting the email address the user contacted us with.
Let’s say a user’s primary email address is “user1@domain.com” and the secondary email is “user2@domain.com”. When the user contacts us from “user2@domain.com”, we always get “user1@domain.com” in both the actor and requestor fields of the onTicketCreate event.