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Send and receive mails from secondary (CC) addresses

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Annette Hamm

Publicado 27 de mai. de 2021

Support only sends emails to the primary email address. The secondary email addresses are only used to identify user accounts, but outgoing email ticket updates are only sent to the primary email address.

This system behavior has two negative consequences:
a) The requester email address of the incoming mail is always the primary email address, although it was originally sent by one of the additional mail addresses of that end user profile.

b) If an end user has more than one email address, you never can send a ticket reply (CC) to one of the additional email addresses of that end user.

A lot of our users have two or more email addresses and would like to receive replies from Support to all of there email addresses (esp. in times they work from home).

 

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    Oficial

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    Brett Bowser

    Zendesk Community Manager

    Hey everyone, thanks for adding your feedback here! We actually have another more active post that I recommend upvoting and sharing your comments in here: Send Email Notifications to Secondary Emails in Support

    I'll be sure to pass your feedback along to the appropriate team :) In the meantime, I will close this thread for comments so we can keep your feedback organized in a single location.

    Thanks!

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    Ann McKinney

    I am having the same issue. I'm unable to include the secondary email in emails to an end-user, nor does ZD allow me to send to the verified secondary email.

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    Erik Davies

    Experiencing this same issue. Very surprised that you are unable to include the secondary email address as a CC.

    2

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