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Gmail variants

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Rick Weaver

Publicado 24 de mar. de 2021

Hello,

Is there any way to account for gmail.com/googlemail.com variants within Zendesk automatically?

At present, we have to add the variant to the ticket.

We look forward to hearing from you.

Kind Regards

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    Andrew J

    Community Moderator

    Is the variant an end user, agent, or support email?

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    Rick Weaver

    Apologies for not being clear, the variant is on the end-user side. @Gmail and @googlemail are viewed as separate accounts, which causes end-user comments on tickets to become internal.

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    Andrew J

    Community Moderator

    Thanks for that.
    If you add the varient to the users profile, you can at least fix this for future incidents.
    I can't think of any other way to improve this within Zendesk.
    Only other thing I can imagine is to create an app that automatically looks for users with a Googlemail or gmail email address, and adds it's alternative. But that's just a figment of my imagination for now.

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