Managing tickets that arrive from the same email address Answered

Post author
Jack Mah

We have requests coming in that represent different companies but arrive from the same email address. Can Zendesk help me manage these requests?

Comments

3 comments

  • Katerina Lake

    If you have a professional support plan then you can activate Multiple Organizations per User.

    Once this is activated and the User is assigned to multiple organizations they will be able to use the ticket form on your HC to choose the organization or if they are simply emailing tickets in then you would then be able to change the organization of the ticket as well.

    Here is a link to the multiple organization feature.

    https://support.zendesk.com/hc/en-us/articles/204281436-Enabling-multiple-organizations-for-users-Professional-and-Enterprise-

    1
  • John Smith

    Thanks for taking the time to share your tip, Katerina.

    Jack, it’s also worth mentioning that an email address can only be associated with a single profile in Support. There’s no way to have the same email address across multiple users.

    Hope this helps!

    1
  • Jack Mah

    Ok, that makes sense. Thanks Katerina and John.

    0