Daniel Chacon

We deal in the insurance industry and some of our clients use a shared email account.

We have a contact form on our website that allows a user to submit a question. In the form we are collecting their name, email, etc. We send this information to Zendesk through the Zendesk API.

If a user with a shared email account submits the form, it would appear that when we are responding to the user from Zendesk the recipient name is always the name of the first profile created in Zendesk. It is not the name of the user who actually submitted the form. This causes a confusing user experience on the recipients end because we are sending a response to the user and not using the name they provided.

We would like to have the option of responding to the name of the person who submits the ticket instead of name on the Zendesk account (if it already exists).