Chris Richmond

+1, still an issue. It's amazing to have multiple emails in a user's contact for things like automatic organizations to work correctly. But as mentioned, for anyone using ZenDesk as internal support, it is very common for a user to email us from their personal email email address when their company email address isn't working.

Creating a 2nd profile for each user creates additional issues, and does the overhead of the agent (if even allowed) needing to change the primary email address for the user on a ticket-by-ticket basis. There really should be a way to click on the user's name in the comment section and have a check mark or some way to indicate which email address to use on this individual ticket.