Freshdesk's View Tickets API and onTicketCreate serverless event always return default email address of the requester

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.

Is this an intended behaviour or bug?

Hi @ThirumalaiK,

Yes, the contact currently holds only one email address and not the alternative email address.

I wanted to understand this deeply, can you elaborate on your use case and how the alternate email is crucial?

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.