We have multiple brands/products set up in Freshdesk. Our agents also have a private mailbox with multiple email addresses.
I would like to be able to add multiple e-mail addresses to agents, the same way that's possible for contacts, without adding extra occasional agents.
Currently this is not possible in Freshdesk, but I would like to see this being implemented.
I support this request. For our implementation, I would like support for additional email addresses specifically so I can use "email as SMS" when I need to alert someone about an Urgent issue. With this, I can implement a rule where a short email notice will go out to an address such as 391235551212@txt.att.net. This will send the email as a text.
There are also other valuable uses as well for supporting this. We support this for customers at the moment.
+1+1. The fact you can't do this currently has been frustrating me all morning as I wasn't able to get the email to "kbase" working because my emails are sent from a different domain name (legacy company default which I can't change without messing up other system access) than the one which my FD agent profile is registered under. This is going to be a common issue in our business because we have so many different brand domains.
I also support this request. I actually contacted Freshdesk Support about it and they told me that I would need to add the agent's secondary email (it's only an alias, not even a different domain) as an occasional agent. Which means it takes up a day-pass. Which means I have to pay for it. Not to mention that the agent is not "occasional" - they access the platform every day.
I also support this request. Like Evan, we have multiple domains that are aliases, and need that reflected in our support workflows.
Hello All,
Apologies for the delay in getting back.
We understand that you would like to map multiple email addresses to the agent so that it solves many of the use-cases. We heard your feedback and we have this one already added to the list of Feature requests.
We would make sure to notify when this is available.
Cheers!
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