EdKwardcjwk

We are having the same issue of being unable to create Zendesk user from JWT due to the unique email restriction. 

In our scenario, we have many customers from different organizations, and within each of the organization, the same email can be shared by a number of users.

E.g

• Organization A, email A being used by 20 users.
• Organization B, email B being used by 80 users etc.

In our application, we do have User Name which is the unique identifier rather than email. However, because of the unique email rule in Zendesk, creating Zendesk user from JWT would fail. 

I am thinking of creating a custom field to capture the actual email (shared email for actual communication) and pass in dummy data to the Zendesk primary email field so that we can get the Zendesk user created. I can imagine a HUGE amount of config work (triggers, automation etc) have to be adjusted so that the custom field can entirely replace the original primary email ID for any purpose. Even if I do so, there would still be some limitations (e.g the primary email being displayed in some areas and cant be changed)

I am just hoping to get some help from Zendesk team if there's any better workaround for our situation. It's critical for us to be able to use Zendesk. The unique email rule is really a blocker for many potentials.