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When agents create a ticket Select an Address app should default to Brand default email



Posted Jan 16, 2024

This issue affects accounts that have both Multi Brands enabled and have installed the Zendesk-made app "Select an Address". Additionally, all Agents in the account work across brands, so groups can't be used to filter, nor can the option to "use last address", since it may not be in the correct brand.

The goal is to ensure that email domains always match the Brand by default unless an agent intervenes and chooses to configure it differently.

Ideally, if you have both features enabled, an agent manually creating a new ticket would choose a brand on the left side of the ticket (required) and optionally choose to modify the sender address with the app on the right, but if they made no changes to the "Select an Address", then the default email for the brand they chose would be used.

This would match the behaviour of the "Select an Address" when used without Brands enabled, So the account only has a single brand. In this case, it can be optionally used, but if ignored on new manual ticket creation, the email address set as account default is used, and of course, since only one brand is in use, it matches.

Currently, what happens when both Multi Brands and "Select an Address" are used and an agent does not take the extra step to choose the email address is first or primary brand is default email is used. Example of what currently happens:

Brand A and Brand B exist in the account. Both brands have a default email configured in the brand admin area. Brand A was the first one created (not sure if the order of creation matters).

An agent chooses Brand B when manually creating a ticket but fails to manually adjust the "Select an Address" app. With no adjustments, when the agent submits the ticket, the "Select "Send As" Address" will change the email to Brand A's default email, ignoring that the brand of the ticket was set to Brand B.


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5 comments

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Sydney Neubauer

Zendesk Luminary

+1 This is a huge pain point for us as well. It happens so often that the wrong email address is used. You can manually set it but it will revert if you clear cache or log back into ZD so it is a manual task you have to do every time. 

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Shawna James

Community Product Feedback Specialist

Hey Gaillen, thank you for taking the time to provide us with your feedback and Syndey for provising more information in the form of a use case. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Hi Gaillen & Sydney Neubauer

 

we had the same issue too, which is why we developed an app for ourselves and others companies. You can check it out here:  https://www.zendesk.com/marketplace/apps/support/261269/select-email-sender-address/

 

Features we implemented:
- Automatically use the correct email sender, depending on the agent's user group

- Update default address in real time based on the assignee's group
- Restrict sender email by agent or ticket groups

- Exclude specific email addresses from the sender address
- Warn the user when submitting a ticket with the default address, if the default address is not allowed for his group


Feel free to try it for 30 days for free: https://www.zendesk.com/marketplace/apps/support/261269/select-email-sender-address/

And let me know what you think or if you have any suggestions to improve it!

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Shawna James 

This is indeed an issue we are also faced with since adding multiple brands to our account.
Hopefully you have an update on wether or not a fix is in the works?

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Alina Wright

Zendesk Product Manager

Hi all, PM for roles and permissions here. I'm going to intake this feedback as we build on Department Spaces (FKA, Brand Spaces). We're creating a better experience for agents working within brands and this aligns to ensuring your agents can work effectively and efficiently within those parameters. I don't have a timeline to share at this time but please keep upvoting as this helps us prioritize.

 

 

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