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
From: Anirudh [mailto:support@freshdesk.com]
Sent: Tuesday, April 07, 2015 1:46 PM
Subject: Re: multiple customer emails
Hi Mike,
I did check with my product team regarding this feature. We are expecting the feature to be rolled out in a month time.
Hope this helps.
Regards,
Anirudh
Getting a little worried that every couple of months we keep seeing a response of: 'We are expecting the feature to be rolled out in a month time.'
Yeah, I'm fairly new to implementing FreshDesk, but this seems like a pretty basic feature? I expected it to be there when we signed up and I'm really surprised this is a feature that takes 3 years to develop?
Just mail them, they can turn it on for you. I'm sure they are in the final phase of testing. I have it working:
YES!
Please add this for us too.
We have lot's and lot's of customers with multiple email addresses.
They reply with those addresses criscros and visaversa and diagional and reversed again.
So Freshdesk is getting cluttered with replies from the same person and I keep merging those tickets again and again :)
One month ago I was told this would be implemented within 3 weeks...
So I am looking at my freshdesk for over a week now... still no changes.
Come on!
We realy NEED this now.
Its ultrageous.
I changed from zendesk to freshdesk but really disappointed. Not only with the lack of features, but also lacks commitment with the deadlines and not propper customer updates about the issue.
I'm not sure if those that have recently been posting in this thread have read the whole thread, however as a few have mentioned this is currently in beta and FD support will be more than happy to enable this on your account if you contact them to do so.
I did read it all. And I've asked them to enable it for my account.
But they won't do that. They told me to wait 3 weeks and then it would be enabled for everyone. This is 6 weeks ago now...
I am awaiting this as well, though I haven't requested it yet. For those who have it, are they providing a merge contacts function or a full person delete? I can't delete a contact completely, so anything that person sends will be spam if it's a deleted contact. What's the point of having multiple addresses in one profile if this happens?
I also asked, months ago, and the support person I talked to said it's going to be live for everyone in 3 weeks, so they wouldn't turn it on just for me.
This would be fantastic! I have so many duplicate contacts in my helpdesk because they have a lot of email addresses!
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