End-user email address instead of End-user name in agent interface.

4 Comments

  • Nicole Saunders
    Zendesk Community Team

    Thank you for sharing your thoughts, Kohel.

    Can you provide some additional detail and context about your use case? i.e. Why you need this, how significant of a business impact it is, etc.? It's really helpful for the product manager to get the whole picture of your workflow and how your request fits into it so that they can fully understand the problem and your needs. 

    If other users are seeking similar functionality, please up-vote Kohel's post and add your detailed use case in the comments below. 

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  • Jonathan March
    Community Moderator

    Upvoted. Nicole, in addition to the use case cited by Kohei Hanse (multiple users using the name name), another use-case is for users who have more than one email address, and knowing where to reply back to them. This becomes a real issue because Zendesk still does not provide any way to reply back to any other email address than the end user's primary email address, which may or may not actually be working or currently in use by the end user. (Zendesk's inability to do this is the topic of many a frustrated conversation in this Community, as of course you know.)

    For either use case, of course, a workaround is to "View original email" but that takes a few more clicks.

    Thanks,
    Jonathan

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  • 浩平 半瀬

    Thank you for checking my post. I try to show detail of my case.

    When we have a user database apart from zendesk and use single sign-on (using JWT), end-users could have same username in an organization. I attached an example: 'Screenshot 2021-05-04 at 12.16.12'.

    This situation often makes a ticket conversation complicate, because our customer add comments from different enduser on same ticket so that our agents cannot know who added the comments: 'Screenshot 2021-05-04 at 12.21.23.png'. It can occur not only on agent side but also on enduser side such as a view in the helpcenter. 

    In our case, we have a workaround such as using email addresses for enduser names instead of user's name in JWT, although it will takes not a little cost to change our code and seemed not smart.

    Thank you for reading,
    Kohei

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  • Oskar Omarsson

    Hi,

    I'm upvoting this as well, thank you for posting this Kohei,

    This is actually a security concern for my organisation.

    We get a lot of targeted phishing emails where people are trying to gain access to some of our systems.

    That coupled with high volume of agents, some of which don't stop for long is a dangerous mix.

    Having the email address displayed next to the name like many other well known email clients do would be a great improvement.

    Examples:

    Gmail

    Outlook

    If anyone reading this knows of an Zendesk App that can solve this today that would be great information to have.

    Having said that this is a very basic feature for a tool like Zendesk to have, at least the option to show this.

     

    Best regards
    Oskar

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