I'm wondering if anyone has any experiencing managing users with multiple email addresses assigned? Each of our users has (or may have) a userid-based email, ie firstname.lastname@example.org, but also, an alias, ie John.email@example.com.
This causes a problem for us because when people log into the portal, we use their firstname.lastname@example.org - and so the ticket get's opened under email@example.com
Then, when they reply to the email message to continue communication, it comes from John.firstname.lastname@example.org, which ends up opening a new request.
Is there any way to handle this automatically? I can't find any other mention of it, but we can't be the only organization that has this problem.
Currently this is not possible short of having multiple free customer accounts for a user.
It is something we are evaluating, and are keen to learn more about how this is impacting your organisation.
Would you mind voting and sharing your feedback here https://jira.atlassian.com/browse/ID-240
Thanks for sharing your feedback.
For multiple accounts, it is not a great solution, but If you have customer accounts for each alias a user emails you with, and those accounts are a part of the same organisation, and automatic organisation sharing is enabled, you should be able to avoid duplicates.
But I can certainly appreciate this is a lot of administrative overhead.
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