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Select an email anddress on automation/trigger



Posted Jan 24, 2024

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.].

I would like to be able to change the email address for triggering notifications to the user via automations/triggers. I have more than one email address configured for multi-brands and some are for exclusive use by certain groups and when I need to notify a user via email, the message is sent via the brand's default email and not the correct one for the group.

What problem do you see this solving?

With this option to select the correct email for the notification, the end user would not be surprised to receive an email from an address they do not know as the default contact address.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

After migrating a department from another CRM to Zendesk, the end users who contacted that department expressed dissatisfaction with receiving notifications from a different email address. They also expressed confusion regarding which email address was the correct one to contact.

Are you currently using a workaround to solve this problem? (If yes, please explain)

No. Zendesk support team informed me that unfortunately, I cannot choose which support address will be used for ticket responses with notifications via automations/triggers.

What would be your ideal solution to this problem? How would it work or function?

I would like to when adding the "Notifications: User email" action in automations/triggers, in addition to the "Email subject" and "Email body" options, it would also be possible to select the "Email sender", which will show all configured email addresses in Zendesk Support (perhaps separated by brands, like the "Select an Address" app).


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Shawna James

Community Product Feedback Specialist

Hey Leonardo, thank you for taking the time to provide us with your feedback, the detail and specifics are super helpful! 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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