We have examples of regular and ad hoc incoming emails .. both from internal and external sources where multiple team mailboxes (i.e. Enate connectors) are on the bcc line of the email. When this email comes into Enate a single ticket is created, for one connector which I believe is chosen alphabetically.

This is down to how Enate processes the email and its visibility of the mailboxes in the bcc line.

However, from a user perspective this is a degrading of service from when they used to operate directly from their mailbox e.g. Outlook and were standing independently. Here they would have received an email each and acted on it.

Each team needs their own ticket created.

In Enate the team that does not get a ticket have no knowledge of an email having arrived. The team that does get the ticket have no knowledge that other teams should also have had this ticket created for them. If they had, they could create linked tickets for other teams.

When two or more mailboxes are on the To of an email it is recognised that they all need this email and a ticket is created for each.

Can the email processing logic of bcc be looked at so that the independence of different connectors is recognised in Enate?