We use Zendesk to support our internal employees. Only 30% of staff have a company email address therefore we rely heavily on personal email addresses. Our employees routinely change their personal email addresses and/or maintain multiple email addresses. In order to stay on top of these changes, we use our HR system and Zendesk API's to upload all possible contact methods for each employee. It is entirely possible for one employee to have multiple emails on file and we would like to be able to notify all addresses, not just the primary.
For example, we hire an employee and they are onboarded with a personal Gmail address. This is their only email address and everything works as expected. Requests are received from and responded to the Gmail address alone. Several months later, they change their email to a Yahoo address. The new Yahoo address gets uploaded as a secondary and any requests sent from it are associated with Susie. When we try to respond to them, the response goes to the primary Gmail address even though the request was sent from the secondary Yahoo address.
Another example, our employees that do have a company email address are having issues accessing company email. Therefore they use their personal email to send a support request. When we try to respond to them, the response goes to the primary company email address that they cannot access even though the request was sent from the secondary personal address.
At a minimum, we would like the system to respond to the email that was used to open the request.
At best, we would like to be able to email all addresses on record for an employee to ensure an update does not get missed.
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