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Allow Agents to have a multiple email addresses like requesters do

Related products:Freshservice
  • July 25, 2019
  • 14 replies
  • 254 views
L
Contributor

When you look at a requester profile, you can add multiple email addresses.


When you look at an agent profile, they can only have one email address. 


This presents a problem for us as we have two separate domains.


Domain 1: Used for all systems setups including Active Directory, OneLogin (SAML/SSO), etc. Users are provissioned into Freshservice with this email account.


Domain 2: Is simply an alias used for all inbound/outbound email communications.


So for our agents, we're stuck on which email address we should set them up  on. If we use domain 1, they will continue to receive probe updates and automatically login via SSO. However if agents log their own tickets outside the system, they will be logged from domain 2.


If we setup agents on domain 2, their tickets will be received fine into Freshservice. However, they won't be provisioned / updated automatically and can't SSO into the system.


Having the ability to have multiple email addresses on an agent would help fix this solution. Have a primary email address which will continue to be used for provissioning and SSO but then also record their secondary email alias to capture email communications.


Let me know if you require any clarification.

14 replies

B
Contributor
  • brie.taylor
  • Contributor
  • August 22, 2019

2nd this. 


Would also make it possible/ enable the option if we need to merge a requester and an agent account together. (similar situation with multiple accounts as above)

K
Contributor
  • ktate
  • Contributor
  • November 13, 2019

this really needs to be done, especially when the agent's reply to email address is different than their login address.


L
Contributor
  • leigh.webster
  • Author
  • Contributor
  • November 20, 2019

Absolutely Kyle. We just had that exact same issue and it results in duplicate tickets, missed messages/approvals and confusion with users.


It's actually a pretty bad design that the notification emails don't have some form of unique tracking ID to know what ticket they belong to. Instead, FS depends on the ticket subject (which also breaks it if you want to customise email notifications) and the recipients email address.

R
Apprentice
  • ryan.wilkins
  • Apprentice
  • January 10, 2020

We have the same issue.  We have a group of users whose AD account historically was one domain and later their email address changed.

With requesters we are ok, provided we spot them and add in the additional email.

We have had one person now moved from requester to agent and they lost one email address.......the one we needed for SSO.

I have changed the email address in FreshService and waiting to see any side effects.

M
Contributor
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Supporting multiple email addresses for agents is something that we're thinking about, but it's not on our roadmap at the moment. We'll take this up at the next available opportunity.

L
Contributor
  • leigh.webster
  • Author
  • Contributor
  • May 31, 2020

:(

J
Contributor

We need this feature as well! Our company has multiple domains and people that have email address across different business names.

OR a way for tickets to be merged automatically if there is a user with an agent and requester accounts with the same name just different domain. That is the main issue with not allowing multiple address to agents.

M
Contributor
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Hey Joshua,


Could you please help us understand why your company's employees have email addresses in multiple domains? We're trying to understand the industries and segments in which this use case is common, and the reasoning behind it.

J
Contributor

Hi Mithun,


So we are owned by a larger corporation and have people within our company that represent this corporation and our own.
We also have 3 companies that are owned by this larger corporation that work in the same building and we all assist each business in different ways.

Like myself I work in Internal Helpdesk by supporting the Infrastructure and Staff for 3 companies. So I have three email aliases because of this.

    L
    Contributor
    • leigh.webster
    • Author
    • Contributor
    • June 9, 2020

    To further add to this:

    • If a company goes through rebranding (which is what happened in our case), we will need to use both our old and new email accounts.
    • If a company goes through a merger and acquisition, then they will most likely run both old and new company email addresses at the same time.

    M
    Contributor
    Forum|alt.badge.img+5

    Joshua and Leigh,


    This feedback is very helpful - thank you! We'll keep these use cases in mind for roadmapping.

    E
    Community Debut
    • ejeanbaptiste
    • Community Debut
    • September 23, 2020

    This would be very helpful 

    K
    Community Debut
    • kearsing
    • Community Debut
    • November 24, 2025

    What is the status of this?  We need it badly and we were told it was already an enhancement request.  Now I see the request is six years old?

      C
      Contributor
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      • CoNative
      • Contributor
      • April 1, 2026

      We’re in the same situation. Using Shibboleth SSO, our agent accounts use username@domain for the agent profile. But inbound/outbound email uses an alias like firstname.lastname@domain .  Therefore, agents that submit tickets to a different workspace they do not have agent-access to in our FreshService instance cannot see the status of their requests in the support portal.  If a requester adds their first.last@ alias to their requester profile as an additional email and then is later converted to an agent, we have no visibility into this issue and any email sent by that agent to create a ticket gets dropped by FreshService… it just disappears (no errors logged, no notifications, nothing).  This is an issue that needs to be fixed, please.

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