A number of our clients have multiple email addresses, and email us regularly from different addresses. Right now as there's only one email address per customer record, this creates a whole range of problems.
If I'm looking for a ticket by customer name, I have to go through each record, and sometimes there can be 5 separate email addresses so 5 different contacts.
On top of this from the customer perspective, they can't have a single portal login to see all their tickets, they have to have a different login for each, which is never really going to work.
Also if you search for a contact by name, the search results will show the Name but no the email address so this does make finding the right one hard, in particular as if you click on one, find it's the wrong one, go back, then it's hard to see which one you just viewed as there is no email address to help tell which record is which.
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Multiple email addresses per contact
Hey whats the latest for this - I can see myself running in to this and we've just launched Freshdesk to our customers.
Hello Everyone,
My apologies for the very delayed response to this thread. We understand that merging contacts is important to you, and it's high on our priority list. We had developed this feature, and during the testing phase we ran into a lot of major issues. We have taken the feature back to the drawing board, and we are working towards developing a fix. Though I am unable to give you an ETA, I will keep you updated with the progress.
Thank you for your patience
Samyuktha
Hey Samy,
Would it not make sense to allow contacts to have multiple email addresses much like multiple phone numbers, for security reasons you'd want them to be able to verify each added email address.
Cheers,
Grant
Hi Grant,
Security concerns is definitely a valid point. We are taking the issue into account while developing the feature.
Thank you for posting in this thread Grant. It's really nice to see you active here, please keep the feed back coming :)
Regards
Samyuktha
just moved from Zendesk and lots of really nice stuff but not being able to merge contacts is going to be real problem in the not too distant future. ETA please. Thanks Roland
Hi Roland,
I'm really glad that you like your Freshdesk experience so far. I am unable to commit to an ETA, but I can assure you we are working on this feature.
Have a great day !
With Regards
Samyuktha
This feature is very important to our company as well. It causes a number of problems:
I know that you're unable to give an ETA, but I just wanted to chime in to say that this feature would make a big difference for our team as well.
- The portal is broken for them if they use a different email address
- If their "Reply-to" email address is different than the email address we send it to, then it creates an entirely new ticket when they reply.
- It throws off reporting when one person exists as many different contacts
- Searching for customers is very difficult when they have multiple email addresses (as mentioned by others)
- A range of other small, frustrating problems.
Best,
- Ryan
I'd just like to add another vote for this feature. Having multiple listings for the same contact is a pain. It happens frequently when we enter a contact with just a phone number and then later they email in a ticket. Now we have two contacts for the same person each with a ticket history.
Me too! I have a lot of customer which they have home / work email address. They make me confusing when they use different email to contact me.
Mr. Kim Son
KimSonCraft.Com
Freshdesk!
Why do you keep updating the system with new features that I DO NOT care about, and yet are taking nearly 2 years to implement this simple request which is clearly wanted by so many of us!?
PLEASE PLEASE PLEASE add this feature!
Hi Wayne & Vytautas,
I am really sorry for the long delay. I understand that this feature is importing to you, and I assure you that we are working towards rolling out the feature.
We are in the final stages of testing, please bear with us little longer.
Thanks
Samyuktha
Hi - Sticking my hand up for this feature. We have a client who runs multiple franchises and has an email address for each one. Thus generating tickets from each franchise but for the same company.
You can setup a company for this, make each of the contacts the same company, and allow them to share and see each others tickets.
+3Me too. This is a problem for us as well, almost all of our customers have multiple email addresses.
This issue is becoming a serious issue for us as well. Not only inside freshdesk but also when connecting to our online shops system through the API.
+1 for this feature.
Keep up the good work Freshdesk, even though there has been a delay with this, your turn around time and development pace and response to customers requests in general is absolutely outstanding. We are so glad we didn't go with Zendesk!
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