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Secondary e-mail for agents

Related products:Freshservice
  • Dec 27, 2024 10:38 AM UTC
  • 5 replies
  • 166 views
Daniel Söderlund
Top Contributor ⭐
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It would be good for agents to have secondary e-mail as well.
 

A customer having there SAMAccount adress as primary login in FS and primary e-mail as secondary for requesters.  Customer then need 2 profiles per agents One with the primary e-mail as a requester and agent profile with the login adress. 

The reason is that the SAMAccount do not change, the primary e-mail can. They have implemented that in their IDP. 

What happens for agents is 

Agents can’t see tickets they have emailed in to the system. They then need assume access to see there own tickets. (Solved  it using WFA with  WR/API to change the requester to the agent profile in FS) 

Ticket will not be created on the original sender  when an agent  forwarded an e-mail to FS /FD. 
(I guess I can solve that with a WFA/RW/API in FS as well.)

 

 

 

Converting to agent will delete all the secondary emails of this contact' message | Freshworks Community

Allow Agents to have a multiple email addresses like requesters do | Freshworks Community

 

Any other scenario you have seen that would simply for if agents would be have secondary e-mail ? 

​@Roxwell ​@Medic1334 ​@mbutler ​@zachary.king 

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu

5 replies

mbutler
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  • mbutlerTop Contributor ⭐
  • Top Contributor ⭐
  • Dec 27, 2024 2:39 PM UTC

Wow - I haven’t had a need for this quite yet - it’s one of those things you assume would just be there (like it is for contacts). We have recently put some thought into changing our username schema - again, it’s one of those things I thought would be a benign change in FreshService, but so glad you tagged me on this thread - now, I know, it’s not such a simple change.

Of course, we can work around it using the API, but that’s just eating up API hits and doing unnecessary work. Thank you for pointing this out, Daniel!

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    • joshvengley
    • Skilled Expert
    • Jul 20, 2026 5:02 PM UTC

    Curious if Fresh has any traction on this type of request? We are in a situation where pivoting to a new domain requires our agents to have both email addresses during transition. Is this one the roadmap?

      Medic1334
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      • Medic1334Top Contributor ⭐
      • Top Contributor ⭐
      • Jul 27, 2026 1:21 PM UTC

      I somehow didnt dig into this when initially posted sorry about that.

      In addition to the original use case, the “bigger” use case I’ve seen is if you have a widespread FreshService presence at the org, being able to tie multiple email addresses has been a long desired request. Other use cases:

      • Agent is locked out and emails in from their personal email asking for an unlock instead of calling. If the personal email is already validated/added to the agent profile, that can be a “source of truth” when it comes to unlocking the user
      • Privileged user accounts being “hooked” to the standard user account of the agent
      • Cleaner ticket history when acquisitions/rebrandings happen
      Interested in dedicated/advanced time? Contact me on Upwork! https://www.upwork.com/freelancers/~010d13edfe5aa43213
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        • joshvengley
        • Skilled Expert
        • Oct 21, 2026 3:04 PM UTC

        One additional issue we have encountered with this:

        • When an agent replies to a ticket they are watching, cc’d on (in this case their agent email is  a .org address) And they reply to an email (which is default as a .gov address), a new ticket is then opened with their response.
        • This causes additional unnecessary tickets generated and additional time is taken to associate the new ticket to the original ticket.
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          • kearsing
          • Community Debut
          • Oct 30, 2026 3:54 PM UTC

          One additional issue we have encountered with this:

          • When an agent replies to a ticket they are watching, cc’d on (in this case their agent email is  a .org address) And they reply to an email (which is default as a .gov address), a new ticket is then opened with their response.
          • This causes additional unnecessary tickets generated and additional time is taken to associate the new ticket to the original ticket.

          Exactly!

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