Ann McKinney

I reported this same issue in a different thread over a year and half ago, so I'm very disappointed to find no response by Zendesk in the three years this thread has been extremely active. 

With so many requests for a feature EVERY OTHER SUPPORT SYSTEM OFFERS, Zendesk needs to get up to speed with current client needs.

Why hasn't anything been done since this post 1-1/2 years ago with so many users requests to add the feature to email secondary emails?

At this point, I still have two icons in my Agent Workspace for Talk and Messaging Updates, that we DO NOT USE.  I've asked to have these removed, but only the Chat icon was removed. 

Can someone please help fix this by removing those icons permanently, or making them optional, so I can turn them off?

I'm unable to uncheck chat. A warning pop-up says:

We only use the email channel to communicate with out customers, and do not offer chat, text, or calls. The icons for these three channels are not relevant to our agents, and their pop-ups block visibility of the Notify app, and cause confusion & clutter up agrent workspace.

We need one of these two options for the chat, text, and calls icons:

1)  permanently removed, unless those channels are activated in the future, or

2)  hide the unused icons for all agents, through an option provided to the Admin

I am having the same issue. I'm unable to include the secondary email in emails to an end-user, nor does ZD allow me to send to the verified secondary email.

This is a VERY IMPORTANT feature that I'm quite surprised is not available, at least for admins. We have tickets with important information that require reopening, but this system is very cumbersome if we have to open a new ticket and can't even merge the two together to quickly access the old information. This happens frequently and was available in the prior support system we recently migrated from.