Can end-users share an email address?

Have more questions? Submit a request


  • Gerald Crawford

    Not certain if this should be moved over to product feedback or enhancements.

    But can this be administrator choice?  I have dealt with many companies in the past that may have people communicate from a department email.  (IE or sort of things. 

    This is also a hindrance in performing testing of new features or new settings in trying to create test users.  Often administrators will utilize one email address but yet have different usernames and such to test new triggers and features to ensure operation.  Having things mandating unique on the email address means administrators have to create multiple email addresses and check them to ensure operation.

    Perhaps put a warning up "This email is currently being used by 'user', do you wish to proceed?"

  • Jessie Schutz

    Hi Gerald!

    Since an end-user's identity is determined solely by email address, it would break a lot of things if we allowed multiple users with the same email. Beyond that, having multiple individuals logging into a single agent seat is a violation of the Zendesk ToS.

  • Gerald Crawford

    Hello Jessie,

    I understand completely as far as the identity of a user being determined by email address.  Problem is that in today's business world that one person is not tied to a single position or job role, even if they do have the one email address.  

    For example: I once worked as a contractor.  I utilized my own email and was never issued an email address from the companies I contracted too.  In the instance of Zendesk I could only be listed as a support contact for one company because the email would have been a limiting factor.

    As far as the agent side of things and licensing, I was referring more to the end user sort of thing...those my organization would support using Zendesk. 

    The desire for this sort of functionality is the reason why so many software applications moved to using unique logins such as usernames, or user numbers.  Simply because the demand for shared email addresses and the common utilization of them was there.

    As mentioned, this may be a feature request.  

  • Wolfgang Dieterich

    I agree with Gerald, we are dealing with the same contractor scenario where one person is working for many separate organisations and there is no way to distinguish. The option for a another unique identifier would be greatly appreciated

  • Jessie Schutz

    Thanks for sharing your feedback and use cases!

  • Luiz Felipe Almeida

    My client wants to have the same email, but not for login, but as a secondary email. They're all part of the same area, and when one of them is not dealing with some problem, the other assumes it. So, they all should be informed about the ongoing situation. But even secondary emails are not allowed to be shared. There is a way around this? Maybe a default email for an entire organization?


    Sorry for my english and thanks for the help.

  • Brett - Community Manager

    Hi Luiz,

    I'm afraid there's no way for different users to share the same email address even if this email address would be set up as a secondary address. Email addresses are unique and can only be used by a single user profile.

    What workflow exactly are you trying to set up on your end? When you say the other user takes over when one is not available is this an end-user taking over for an agent on the account?

    Any additional information you can provide may help us to find another alternative for you :)

    Let me know!

  • Jonathan March

    Luiz, we use google groups to distribute the same notifications to multiple people. Instead of emailing to everyone in a ZD group, we create a google group, have a trigger that sends the ZD group's notifications to that Google group. It's very easy to manage the membership of a google group (including changing the frequency of notifications per person).

  • Brett - Community Manager

    Thanks for jumping in Jonathan!

  • Danijela Drolshagen

    Hello there, 

    I have a question regarding having possibility to have an end-user email address associated to multiple contacts, means we have clients (couples) using the same email address as contact email address...i.e. husband is booking initially holidays with us, nevertheless all the holiday management and enhancement process is managed by wife, using the contact email address...How will be this managed by Zendesk? Also when importing our data base into Zendesk, how are you handling these multiple contact associated to the same email address? 

    Many Thanks


  • Devan La Spisa

    Hello Danijela,

    Each e-mail can only be associated with a single contact as the program stands currently. This might be possible with a 3rd party app or custom code but not from the base platform. 



Please sign in to leave a comment.

Powered by Zendesk