Secondary email notification in Support Follow

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4 comments

  • Avatar
    Bonnie Schofield

    This 'workaround' is really a useless suggestion when we have thousands of emails coming in, often from a secondary email associated to a customer account. Is there any update on a system update to send outgoing email ticket notifications to both the primary and secondary email addresses on an account?

  • Avatar
    Allen Hancock

    Bonnie, I think it would be helpful to hear why you have two emails associated with the same user, if you want Zendesk to reply to both?

    Thanks!

     

  • Avatar
    Quinn Souther

    We can't speak for Bonnie, but we think it would be helpful in situations where we'd like to ensure that our response is received by sending responses to all possible addresses for the requester. CC'ing the secondary address would be a decent solution for us, but CC'ing the same requester in the ticket will just send a duplicate message to the same primary address, as I understand it.

    Is there any option to change the behavior so that all validated email addresses for a requester receive the response? Just curious. 

  • Avatar
    Dennis Lynn

    Hey Quinn,

    There is not any sort of native functionality that would accomplish your goal, unfortunately. I did some more digging, and it looks like there have been a couple requests for a similar feature to what you are looking for:

     

    Zendesk Feedback - deliver ticket response to multiple end-user email addresses

    If using the email target Rebecca suggested will not work for you, and/or you are interested in this feature, I would encourage you to post your use-case and vote for that thread. I'd also recommend subscribing to the article so you'll be updated with any further comments. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

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