email to multiple addresses being merged?

[davidrb84]

Hi All, we have a new scenario that hasn't come up for us before.

We've brought on a new department with a large number of historic email addresses.

There are fairly common situations whereby a customer will email multiple addresses, and through various forwarding end up with a single hornbill managed account.

The behaviour appears to be that the email that arrived as three seperate emails into Mailboxes 1, 2 and 3, which were then forwarded to Hornbill managed Address 4, were merged back together again.

This is actually desireable (usually) but wanted to check this was expected behaviour?

It's relevant as we use the source "to" address to route the tickets raised from the auto handler to the correct team (Team 1, 2, 3) etc.

[davidrb84]

update, looks like it happened at google side, so above likely not relevant. Leaving up in case anyone has anything to add.

[Steve Giller]

There was in internal comment (way above my understanding, sadly) about it being caused by whatever happens "in the middle" so it does look like this is on the gmail side, and isn't something we can advise on.

[davidrb84]

Thanks Steve, yes my further testing reflects that as well, but thank you for your update.