Feature Request Summary:
Explore should show the actual email that the ticket was requested from, not the “primary email” of the requester id attached to the ticket. It would also be nice if the documentation made the actual behavior clearer as well.
Say you have a user who sends you emails from two addresses, one is email@example.com and the other is VIPcamerareturns@company.com. Explore will report that whichever is the primary email, is the email for all requests from either email, regardless of which email actually sent them.
It’s very confusing and misleading for Explore to show that emails came in from a “requester email” that they absolutely did not come in from, because a requester has multiple emails and the system is defaulting to just showing the primary email for the requester ID associated with the ticket, not the actual requester email.
Business impact of limitation or missing feature:
It’s tough enough that I cannot do any reporting on what email address tickets were sent in to, but to also not be able to do any reporting on the actual email addresses that tickets were sent in on, is a further compounding on this lack of data.
Encountering this led to multiple days of frustration and back and forth with the Zendesk Support team to even uncover the root cause, and caused me to raise an internal alarm unnecessarily as it looked like Explore was telling me that we were getting 10x the volume of email suddenly from one email address, which were not, it was just the system misattributing all emails from multiple addresses to a single “primary” email address.
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