How can I add a secondary email address to a user account?

Return to top

5 Comments

  • Meghan

    Do additional emails automatically get cc'ed on emails to that person?

    1
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Meghan,

    No, secondary email will not be automatically get CC'ed on a ticket to send email notification. Support sends emails to the primary email address. The secondary email addresses are used to identify user accounts, but outgoing email ticket updates are sent to the primary email address.

    I hope this answer your question. Thank you!
     
    0
  • Paul Doyle

    If a secondary email address is added to an End User, will those 'closed' tickets associated to the secondary email address be available to the primary email address / user? I know open/pending tickets will be.

    We have found that when merging accounts, the historic 'closed' tickets are not available for the primary user.

    Our clients are looking to change their email address domain, but concerned about losing historic tickets which they require to view.

    0
  • Christine Felicia
    Zendesk Engineering
    Hi Paul,

    Tickets in a closed status cannot be edited or modified, therefore if you merge two separate users the previously closed tickets on the merged user will not be merged to the primary user. Since you mentioned that your client is changing their email domain, you can just add the new email address to the existing user profile as an additional email address, then make the new email as their primary email. This way, you can retain all the tickets from their previous email on the same user profile.

    Hope this clarifies!
    0
  • Tony Mariani

    Can there be a toggle to be able to cc or include all emails assigned to a user in a communication? 

    0

Please sign in to leave a comment.

Powered by Zendesk