Secondary email notification in Support Follow

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9 comments

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    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?

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    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!

     

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    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.

  • Avatar
    tom

    Need this very basic feature

    My scenario, customers use different email address to checkout with so when we follow up email the customer with that email they don't get it because it is an email they don't use often. I don't know what goes through their mind when placing an order and not to expect an email... I too find it strange but it happens far too many times then have the faff to sort out zendesk to amend the primary email which then presents even more problems because the shopify app only checks primary email.

    ARGHH so frustrating.

    So many simple problems on zendesk just not thought about such as editing closed tickets but heh thats another story

  • Avatar
    Jessie - Community Manager

    Hey Tom! Thank you for sharing your use case!

  • Avatar
    Kristal Lam

     

    Thanks for the feedback everyone! This is currently something we are looking into. I will continue to post updates with where we're at. 

  • Avatar
    Nicky Clark (Edited )

    Our use case is that we don't want it to send to all of a users email addresses, we just want it to reply to the one that they emailed us from rather than just sending everything to the Primary Address.

    Which email address our users consider their primary can change without us knowing. Today's example - a user created a new address ~6 months ago, so his record had his original email as his primary and his new email as his secondary. He continued sending emails from both addresses for some time.

    Today we found out the hard way when multiple emails didn't reach him and he got very frustrated that we "weren't replying" that the original email had since been retired. We had no idea that even although he was emailing us from his secondary address all of our replies were going to his primary address, or that those weren't reaching him. 

  • Avatar
    Sean Cusick

    Hi Nicky,

    Thanks for your update and for your input. We apologize for the inconvenience this has caused you. We recognize that not every use-case is ideal with our current system. We are currently investigating possible options for improved functionality in this regard, though we want to ensure that any change we make does not negatively impact deliverability.

    We will update as soon as we have a feasible and functional solution to release.  

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