Question
How can I add a secondary email address to a user account?
Answer
A user account can contain multiple email addresses. Each time you add an email address, a verification email is sent to that address and must be confirmed before the email address is valid.
To add a secondary email address to a user account
- In Admin Center, click
People in the sidebar, then select Team > Team members. - Search for the affected agent, and click Edit.
- In the user's profile, click + add contact and select Email, then enter the email address in the field that appears.
- When you are finished, close the user's profile by navigating away from it to save your changes.
For more information on viewing, adding, and editing user profiles, see the article: Adding agents and admins.
9 Comments
Do additional emails automatically get cc'ed on emails to that person?
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!
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.
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!
Can there be a toggle to be able to cc or include all emails assigned to a user in a communication?
Can you please add support for secondary email addresses to be emailed tickets when they are assigned?
thank you very much for the feedback. As it is now, this feature isn't available at the moment. But our product team is working hard in order to improve and add features. I can't confirm this feature will be added or if yes when, but I can tell you our team looks for feedback in our community, and they take in consideration several factors, also the engagement as well for possible future additions.
Thank you and I wish you a nice day!
Are end users able to manually add their own secondary email address? If so, what does that flow look like for an end user?
Yes, as long as you allowed your end users to edit their Help Center profile, they can manually add their own secondary email address by editing the email field.
I hope that helps!
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