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
They've implemented it, if you count using the Google Sync integration. All you have to do is put in a maximum of two email addresses and then sync it with the Freshdesk account. You can only edit the second email address in in Gmail, though, not FD :(
What is the status of this? We (and others) have been waiting a long time. Updating two databases is not working, it's slowing us down.
2+ years and counting...as a paid user that's getting close to $100/month - I'd very much appreciate being able to merge contacts together.
Add me to the list of people that want to see this.
I have a significant number of people that would email me from their work AND their personal emails.
Guys,
I spoke with Abishek the Product Manager, he advised that this functionality is currently in active development and will be released by the end of this month!!!!
Cheers,
Grant
"I spoke with Abishek the Product Manager, he advised that this functionality is currently in active development and will be released by the end of this month"
I hope so
Also doing an evaluation and could definitely use this feature; the lack of it is causing a lot of issues and our customers are noticing. Can FreshDesk comment back and let us know if this rumor from Abishek is true?
It's not a rumour - I have it here in a support ticket :) - http://i.imgur.com/ZLvnE93.png
Chasing for an update.
I'd like to know when its being released. But since it was over a month ago that Grant was told it would be implemented by the end of the month it doesn't hold up much hope.
Looks to have sliiped to March
"From: Anna [mailto:support@freshdesk.com]
Sent: 09 February 2015 14:50
To: Grant Girdwood
Subject: Re: Multiple E-Mail Addresses per contact
Hey Grant,
We were very positive about pushing this feature out by January end.
But, this is currently on the final stages of testing and might take another 4-6 weeks, I'm afraid.
I will keep you posted on the progress we make, Grant.
Anna"
I have been waiting for this feature since before September 2013. I have been promised it 3 times "in the next update" by freshdesk staff while I have been waiting for it and we still have not seen it. Meanwhile, other features and developments which nobody asked for get pushed out.
We may start looking at alternatives to freshdesk.
Its very frustrating. We have issues that we have had to work around as we have been promised updates, which have still yet to arrive. I see that 10 new integrations have been made live (to get more customers I would assume).... come on Freshdesk... look after your existing customers requirements!!!!
Yes I´ve just migrated to freshdesk and I´m not only disappointed but also surprised that this is not a feature. Everybody has more then 1 email address.
"I have been waiting for this feature since before September 2013. I have been promised it 3 times "in the next update" by freshdesk staff while I have been waiting for it and
we still have not seen it. Meanwhile, other features and developments which nobody asked for get pushed out."
This is so sad :-\
Good news... Freshdesk is in the final testing phase for this feature, and already enabled it on my account so expect it very soon you all!
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