Ill guess this was possible in older versions (here a screenshot from 3.5.x). Also you can add additional mail attributes/fields to a user object. Not sure what the behavior is.
Ill guess almost everybody needs that feature and I’ve no idea why its not communicated
I’ve some users 7 times in DB, cause there is no (official) possibility for a user object to have multiple email addresses
The problem is: In the intended Zammad way, the users/customers take care of their accounts themselves. So, there should be not a lot of duplicate users.
But we are using Zammad in the way, that Customers are created automatically via first Mail Contact or one of our employees creates them. So sometimes, a user has no Mail Adress and Zammad cannot warn “The User already exists”. Also, some Customers swap the Mail Adress they are sending from. Or there is a mistype in Mail.
The way we use and need to use Zammad, there will always be a lot of duplicates.
If I have a duplicate Ticket, I can easily merge it and don’t have to care about any more. All Conversation goes to the correct ticket since then.
That function I need for Tickets.
That I can do it in a shell is nice. But it is not possible to us handling it that way everyday. That destroys all the produtivity we won using Zammad.
I will say most ticket system work with one email per user/client. (e.g. OTRS, OSTicket, Zammad, Zendesk)
So it seems to be established workflow for Ticket systems. I personally do not understand why, but I think it will be some type of database technology issue on why this method/restriction used.
Most of our clients we control their emails, so you can set up alias under a shared email.
Accounts@ > Fred@ > Paul@
Incoming emails will always come in as Accounts user. (you can change user on ticket. All replies will go to same email but lets you split it up a bit)
Also, helpful when someone leaves an organization. So for general emails, I create general users and then use the alias method for staff members, If they use this shared mailbox method. e.g. sales@ Info@ account@
This is not perfect but this has helped me with some clients.
Sometimes you have a CO/Director that works with two companies (two emails) to get around this issue I just add (TLA “Three Letter Abbreviation”) onto last name.
Paul Lastname (TLA)
I do this on last name because it makes it easier when searching within Zammad. Otherwise, you just see two Paul Lastname when searching.
No email users are pretty rare. Most of the time you can request these users to get an email even if it was just a personal address.
I do understand this might not be what you’re looking for but thought it might help.
Our use case is to have the ability to merge two customer records into one when they email from their personal email. Many times a user will email from their personal email (either inadvertantly or because they cannot access their work email). That makes it cumbersome when it comes to reporting tickets on a per-company basis. Also make it difficult because we must add their company name, mobile number, etc. to multiple customer records in Zammad.