More than one email address per customer?

Technical assistance
1
  • Used Zammad version: I don’t know how to find this info as an agent
  • Used Zammad installation type: self-hosted
  • Operating system: Windows
  • Browser + version: Firefox Version 138.0.4 (64-bit)

Expected behavior:

  • A customer emails us from an email address and that creates a customer record. They email us again at a later time from a different email address they have access to (like a work versus personal email address) because they are unable to access the first email mailbox to send an email. Just like merging tickets, an agent will be able to merge the two customer records into one, so that the agent can see every ticket created by the customer using all the email addresses they have access to.

Actual behavior:

  • A customer cannot be associated with two different email addresses at the same time [in the same customer record].

Looking at the documentation on customers, it’s not immediately clear if this kind of thing is possible. Is this kind of thing possible? We have a few customers who do this and they are the kinds of customers who require a bit more hand-holding and have very weird concerns; being able to view all their tickets under all their email addresses in the same view would be very nice.

2

I don’t think that there’s a built-in way to achieve this without putting some effort in. If it’s really necessary you probably could add a “private email” field for your user-objects, but this needs some technical know-how and an IT admin to manipulate your installation. Once you add that field, you can use it in an overview and filter all tickets from users with corporate and private emails assigned.

3

Good thing we do have an IT admin, then! :smiley:

How difficult would it be to do and would the changes persist through any upgrades to the self-hosted version of Zammad? Is that information called out through the documentation?

4

That’s the documentation about custom objects: Objects — Zammad Admin Documentation documentation
I haven’t had the need to use them yet so my knowledge is limited, but that’s the only way I believe could achieve what you need. Maybe someone else will be able to share an easier way.
Changes to objects are persistent and need to be carefully handled as they require changes to the database itself.

1 Like
5

Thanks so much! I’ll send the link to this topic to the admin and if he has questions, I’ll follow-up.