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.
Closed for Voting
Multiple email addresses per contact
Mike, what plan are you on? I'm on Estate.
It may depend on what plan you're on. I definitely didn't have it on Thursday - it seems to have been introduced on Friday. You have to go into the contact and then Merge should appear at the top right hand side
Also, this thread is 7 pages long, when i post a comment it throws me back to page 1...the forums should have a feature to sort 'Most Recent' or 'Submission Date'...pretty standard stuff in long thread forums
Michael,
I at first struggled too with that! The trick is, don't EDIT the contact. Just click on their name to get to the detail page. Then you will see the Assume Identity, Convert to Agent, Edit and Merge buttons all together.
If you just click edit from the customer list, you don't see the merge.
Hope that helps.
Chris
Closing this topic as adding multiple emails for a contact is live for all accounts.
Thanks for helping us with use cases and scenarios, everyone!
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.