Include a customer's email address when a ticket is shared

2 Comments

  • Amie Brennan

    Hi Tom,

    The email not being shared is due to privacy reasons. i.e If Company A shares a ticket to a third party over at Company B, not sharing the email address protect's the user's identity. Obviously, it's a different story if your Company is running two different instances of Zendesk for different teams and privacy concerns are not an issue in that case. 

    A few suggestions for you below as a workaround to this for you:

    1. Simply add the requester's email address in a private note on the ticket so it gets pushed through to the other side

    2. Create a macro that can automatically pull in the customer's email address into an internal note to be submitted on the ticket

    3. Create a custom text field called "Requester's email address" and copy/paste the email address from the user profile into this field. Then if you've allowed ticket sharing to push ticket field data through, ensure the other side has the same field created, so the email address can be pushed through in a ticket field via the ticket sharing. 

    Hope this helps. :)

    Best,

    Amie

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  • Gaurav Parbat
    Zendesk Product Manager

    Hi Duckham,

    I agree with Amie's reasoning here. We are also planning on a new feature set that enables easier account configurations, which will allow you to run multiple departments in one single Zendesk instance and you can easily share the same user and e-mail address across departments. Stay tuned for more information on this in 2022.

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