Add Secondary Email to User Account - Frequently asked questions
Frequently asked questions
How do I add a secondary email address to a Zendesk user account?
Adding a secondary email address to a Zendesk user account is straightforward. You can manage multiple email addresses for a user, but each new email must be verified. To add a secondary email, go to the Admin Center, click on 'People' in the…
Can secondary email addresses receive ticket notifications in Zendesk?
No, secondary email addresses do not automatically receive ticket notifications. Zendesk sends notifications to the primary email address only. Secondary emails are used for identifying user accounts, but all outgoing ticket updates are directed…
What happens to closed tickets when merging Zendesk user accounts?
Closed tickets do not transfer when merging Zendesk user accounts. They remain with the original user. If you merge two users, the closed tickets from the secondary account won't appear under the primary account. To retain access to all tickets,…
Can end users add their own secondary email addresses in Zendesk?
Yes, end users can add their own secondary email addresses if allowed to edit their Help Center profile. To enable this, ensure that your settings permit end users to modify their profiles. They can then add a secondary email by editing the email…
Is there a way to automatically CC external emails in Zendesk?
Currently, Zendesk does not support automatically CC'ing external emails when a specific user contacts support. While there is no native feature for this, you can explore community discussions for potential workarounds. Zendesk's product team is…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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