Send Email Notifications to Secondary Emails in Support


  • Jonathan March
    Community Moderator

    Hello Bonnie,

    You make an eloquent case for a problem which actually is much older than 4 years.

    As a long-time ZD user myself, I can often argue for both sides of an issue (not every nice feature is worth the investment and maintenance cost), but in this case I truly do not understand why this was not fixed years ago.

    Let's see if we can get this bumped up for re-consideration.

  • Fiona W

    I would love this too! Users often email us from different email addresses to the one they checked out with and I would like to be able to reply to the one they emailed us from. 


  • Jack Edwards

    this is a huge issue, please add cc of secondaries

  • Rachel M

    definitely have seen the "the problem is with their primary email address, so they email from their personal email" situation many, many times. if you don't think to look for that as a possibility, it can be frustrating for everyone. and even so, if the agent doesn't have user profile edit access, they're stuck anyway and need to contact them outside the ticket.

  • Christian Becker

    We need also such a feature. Please implement such a feature which is requested since 11 years now. 

  • Ann Chung

    I agree. For reporting reasons, we need to have all of the associated emails under the end-user profile. However, occasionally people need to reply to the secondary email address from time to time or to BOTH emails if requested by the end-user. Please bump this up. Thanks!

  • Krista Zaloudek

    In our business, we have end user internal customers that are part of different revenue generating and requesting teams. We need to be able to easily search these records, report on them, as well as track history of requests.

    This issue will definitely impact our business across all of our brands/teams!

  • Alissa Wilczynski

    My use case is very similar to the original poster and the headache is enormous. Please fix.


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