Randi E.

We need this too. Because of the GDPR rules and/or the sensitive information in their cases/workday, it is important for many of our departments that the tickets they make on behalf of the customer uses a spesific email address, and that none of the other groups in our solution is ever able to use ''their'' email address towards the wrong customer base. 

We have tried the app, but due to the possibility of human error and the lack of configuration it is not enough for us to trust this app alone. We need a way to apply restrictions to our brands email addresses and a way to tell the solution that ‘’If the agent is in X-group, then use the X email address by default but give the agent the option to choose V email address instead. If the agent is in the Y-group, then only use the Y email address and never show the X, Z or V email address as an option’’. 

This is a really big issue for us and is one of the reason that we in the IT department cannot recommend our buisness to launch the Zendesk Support solution for the entire organization.