Question
Can multiple end users use the same email address in my Zendesk account?
Answer
No, each user in the account must have a unique email address. Attempting to create a user with an email address that is already in use end in the below error message:
Error saving user: Email: [email address] is already being used by another user
Consider merging and deleting duplicate user accounts as described in these articles, in line with our Agent Login policy on the Main Services Agreement:
11 comments
Jozsef Hajdu
Hey, our problem is, we have 2 brands, and the 2 brands share some customers/end users. We would like to import them in Zendesk, under the different brands and external ID's, but same emails. How could we do this?
0
Ben Van Iten
Greetings Jozsef,
The email address is the primary identifier for users in Zendesk, so the system will not allow you to have two users that share the same email address. This is a hard coded rule for which there is no work around unfortunately. Once the user is created they will be able to submit tickets for any of your brands.
Please let us know if you have any further questions or concerns!
1
Hiday878
Tq ben🤗🙏for guide me introtion
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Jozsef Hajdu
Thank you Ben!
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Waris Khan
Hi ZendeskTeam,
I would like to follow-up here as why we can't use a shared email address for members within group?
We have scenario where we have to send custom notification to group upon ticket creation and all the members shares same email domain.
1
Elaine
Hi Waris,
As Ben has mentioned above, the system does not allow having two or more users share the same email address. There is no workaround for this.
What I can suggest is to use the Notify group action in a trigger where all members of a group will be notified upon ticket creation.
Below is an example trigger for this:
Hope this helps! :)
-2
Daniel Chacon
We deal in the insurance industry and some of our clients use a shared email account.
We have a contact form on our website that allows a user to submit a question. In the form we are collecting their name, email, etc. We send this information to Zendesk through the Zendesk API.
If a user with a shared email account submits the form, it would appear that when we are responding to the user from Zendesk the recipient name is always the name of the first profile created in Zendesk. It is not the name of the user who actually submitted the form. This causes a confusing user experience on the recipients end because we are sending a response to the user and not using the name they provided.
We would like to have the option of responding to the name of the person who submits the ticket instead of name on the Zendesk account (if it already exists).
1
Zsa Trias
Hello Daniel,
Unfortunately, as mentioned on this article, "each user in the account must have a unique email address.". If the issue is about the customer experience, I would suggest adding a custom text field on your form where the customer can populate with their name, and using a placeholder when replying to your customer so that the placeholder would return the name input by the customer on the text field, and not the actual name from the user profile.
For reference: Placeholders for custom fields
-1
Flic
It is interesting to me that despite 7+ years of customer feedback on this use case, that the door remains firmly closed by Zendesk on allowing the same address on more than one user record. The reasons offered are not particularly helpful. Every User record in my instance of Zendesk has a unique 13-digit Record Id and this is referred to in developer API documentation. You provide a multi-brand capable product with a single user limitation. This is a pretty serious limitation.
3
EdKwardcjwk
We are having the same issue of being unable to create Zendesk user from JWT due to the unique email restriction.
In our scenario, we have many customers from different organizations, and within each of the organization, the same email can be shared by a number of users.
E.g
In our application, we do have User Name which is the unique identifier rather than email. However, because of the unique email rule in Zendesk, creating Zendesk user from JWT would fail.
I am thinking of creating a custom field to capture the actual email (shared email for actual communication) and pass in dummy data to the Zendesk primary email field so that we can get the Zendesk user created. I can imagine a HUGE amount of config work (triggers, automation etc) have to be adjusted so that the custom field can entirely replace the original primary email ID for any purpose. Even if I do so, there would still be some limitations (e.g the primary email being displayed in some areas and cant be changed)
I am just hoping to get some help from Zendesk team if there's any better workaround for our situation. It's critical for us to be able to use Zendesk. The unique email rule is really a blocker for many potentials.
4
Rositsa Pavlova
Hi,
The limitation of having only one end user per email address is a significant challenge for us as well. Our organization operates over 100 brands, and end users can be registered across multiple brands. If we activate Messaging, they would see all their tickets from every brand, rather than only those related to the specific brand they’re contacting.
Is Zendesk working on a solution to address this?
Thanks,
Rose
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