Send email notifications to secondary emails in Support

5 Comments

  • Nicky Clark
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    Absolutely. As with any other email-and-response software in the world, it's imperative that when we send a reply to an email the reply goes to the sender's email address - even if that's a secondary rather than a primary address for the sender. 

    We run into the following regularly:

    • Client had multiple emails for years. They eventually retired their primary email and weren't getting replies to tickets they raised from their working secondary email. 
    • A user works from home and emails from their home email when at home, or from their secure business email when at work. They don't have both inboxes at either location, but are NOT two separate users. 
    • A user's main email is experiencing technical issues so they're emailing from a secondary email.
    • A user is out of office, on holiday, etc, so using a personal secondary email

    We use Zendesk SSO for our clients, which makes it mandatory for us to carefully curate our user list and merge all of a users emails into a single record. Replies must still go to the email they're received from, while being attached to the user. 

    4
  • René Strass
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    I completely agree with CRSI and Nicky's statements. We have here exactly the same problem with the different mail addresses of our customers and partners (also concerning SSO) and need therefore urgently a possibility to merge different mail addresses with one account (these mail addresses should then all be usable as receiving addresses as well).

    2
  • Jessica
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    For logging purposes, we merge email addresses but would still like our reply to go to the address from which it came. Same goes for creating a new ticket, after sending it changes to the primary address. Please make sure this is fixed and we don't get frustrating customers and partners not receiving our messages. Thanks! 

    3
  • Sally
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    I agree with all of the above. 

    Asa temporary workaround, if you realise that the user has a second email address that they'd like to use, you can create an 'organisation' for that person, with 2 users assigned - one for each email address. 

    This allows either email address to be used, however is far from ideal as most of the time you're not made aware of is the person has two email addresses. 

    Further to that, it's just doesn't make much sense to operate in this way. Most people will have more than one email address so we should be able to recognise that without causing the above issues. 

    0
  • CRSI IT Department
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    Thank you everyone for your help and for upvoting this post! Fingers crossed we can get this addressed!

    2

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