To keep Zendesk Organized we create one account per person with their email address and phone number, Many times End Users have more than one email address so we add that alias to their account. So that if they email from their alias all the End Users tickets can be found in one place. Only makes organizational sense, right?
However, If you need to CC the alias email it gets dropped or reverted to the primary email. You cannot in anyway CC the alias email. Seems strange. So I inquired.
Zendesk says, "by default, we only provide or alert the primary email for the same requester." Furthermore, tells me, "If you wish to have their alias email added to the CC field, you will need to create another end user profile." Two accounts for the same person?!?
So, I think this is just stupid logic, to have more than one profile for the same end user, isn't this a CRM?
The only way Zendesk will change is if enough people want the same change. So, if you think this is stupid logic and think that they should fix this, please comment below.
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