CC'ed contacts causes end users being created
While I consulted with Support via chat recently and was asked to create a post here, I do see that my issue has been brought up before:
...as well as here:
Unfortunately, we don't really have the option to disable Zendesk accounts being created automatically, as one of the great benefits of Zendesk is the ability of anonymous/external users to generate tickets via our support channels or ticket forms. As such, when third parties outside of our company are CC'ed via an email ticket relayed by one of our employees, these contacts are automatically thrown into our company's Zendesk organization; despite the fact that these newly-created end users may have a domain present in another organization (where I would expect the workflow of organization sees end user domain and pulls end user into organization), instead, the end user is automatically deposited into our own internal company organization.
This workflow disrupts any pre-planned triggers or automations we might have around organizations, so tickets do not flow properly. At this point our company organization now has 1,209 users present - the vast majority of which are non-company associates. I don't expect this number to do anything but increase over time, and without the ability to bulk edit these natively from the GUI, our agents are relatively powerless to curb this behavior from their end.
Any help on this would be greatly appreciated... thank you!
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Totally agree with this. Happy for the sender's account to be created if necessary but not the, sometimes endless, CC's.
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Auto creating cc'ed email addresses causes a lot of invalid accounts. Please allow the ability to disable this or by default, only create an account for the sender. Thank you!
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