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Customers who send from the same email address

Related products:Freshdesk

Forum|Forum|9 years ago
May 30, 2017
4 replies
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eiren.smith
Contributor

How does Freshdesk let us differentiate individual people who happen to send from the same email address? For example, IT-support@example.com. These people could be using this email address at the same time, or one person could be the predecessor of the other.

I'm most concerned about the case where the address is being used by two different individuals in the same time period (not the case where one guy is the predecessor of the other).

I want to ensure replies go to the right surname and that tickets are correctly separated into multiple individual people, not all showing as from the same person.

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bharper.tenfold
Community Debut
Forum|Forum|9 years ago
June 5, 2017

Hello there,

Are you referring to duplicate records? If you are, you may want to look further into Tenfold's CTI solution. Whenever a call, email, text, or chat comes in, it searches for an existing record and lets the user decide whether you'd like to create a new record or add the details to an existing record. If a contact uses the same email address, Tenfold will search your CRM and system for an existing contact. If multiple contacts are found with the same email address, it lets you choose which contact you're referring to; hence, the right person is addressed.

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eiren.smith
Author
Contributor
Forum|Forum|9 years ago
June 5, 2017

I'm not referring to duplicate records. I'm referring to the rare but real case where different humans at a company who is our client use the same email address to send us email. Usually it's guys using an IT department catch-all email address. Possibly because they're using it with their own ticket system, as it so happens.