Multiples end-users with same email

7 Kommentare

  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    How are 2 users able to have the same email address? ZD doesn't allow that?

    0
  • CJ

    Hi Anderson, 
    So, I'll get this piece out of the way first, generally speaking, a user cannot create 2 accounts in Zendesk under the same email, so this situation should not be able to happen for most accounts. If you've got outside authentication hooked in or imported users though, then you could run into all kinds of situations that wouldn't normally possible, like this one. 

    Good news, there's still a way to fix a situation like this. I actually use this a lot. The vast majority of email providers support plus signs and extra text in emails as a way of adding forwarding addresses. That means I can set up an account for cj.support@company.com and one for cj.support+childaccount@company.com. Both of those addresses send to the same inbox, cj.support@company.com. You can have as many plus sign variations for a single email as you want or need. There's no set up either, so the customer doesn't need to provide anything. I should note that the receiver can see what you put after the plus sign, so make sure it's appropriate to be customer facing. 

    Now that you can have two separate account profiles for the email, you can set up different user tags on each, and use those tag to direct the triggers and notifications for each. 

    2
  • Anderson Clavico Moreira

    Hi CJ.

    I am currently using this solution of including the + in my users' email, for most cases, this solves well but it doesn't work for all and I have a regulation in which I need to communicate my client his number protocol when a request is created in addition to responses from my agents.

    1
  • Anderson Clavico Moreira

    Hi Lou.
    Zendesk doesn't really allow it and this is a problem today because I have this situation since my system doesn't use email as a key and allows me to have multiple accounts with the same email.

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Anderson - As a way to better understand your use case, what's the nature of the different accounts the same user can have in your system, and what are the ways you need to handle them differently when it comes to customer support?
    0
  • Anderson Clavico Moreira

    Hello Dave, the identification of my clients is by CPF, which is a unique identification here in Brazil.

    However, I have numerous cases of families in which both have an account, so they are different CPFs and different names, but they use the same email between them.

    In macros, triggers, etc., we use the user's name for messages, and then we should use the name that refers to the CPF that is being treated.

    0
  • Dave Dyson
    Zendesk Community Manager
    Thanks for the clarification, Anderson, we appreciate it!
    0

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