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.)
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 ?
