multiple agents with same email address

  • 14 July 2022
  • 1 reply

Hi, I have a setup where multiple agents are all using the same project email address. Still, we do want to make a distinction between the agents and assign tickets to specific agents. However, it seems that every agent needs to have a separate email address inside Freshdesk. Is there a way to solve this and use the same email address for multiple agents?

thank you,

Roger Leenders


Best answer by Aishvarya 15 July 2022, 12:20

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Userlevel 5
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Hi Roger,


Greetings from the Freshworks community!


We understand your requirements but unfortunately, this is not possible in Freshdesk, at the moment. An agent email address is a unique parameter and hence an agent can be associated with only one email address. If you would like to assign different tickets to different agents, we would recommend you purchase extra agent licenses to achieve the usecase. Here’s our pricing page for your reference -