Handling intake when users have multiple mail aliases

[Matt Harford]

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 jmiller@uwaterloo.ca, but also, an alias, ie John.miller@uwaterloo.ca. 

This causes a problem for us because when people log into the portal, we use their userid@uwaterloo.ca - and so the ticket get's opened under jmiller@uwaterloo.ca

Then, when they reply to the email message to continue communication, it comes from John.miller@uwaterloo.ca, 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.

[Benjamin Paton · Accepted solution]

Hey Matt,

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,

Ben.

[Matt Harford]

Thanks Ben, I will vote and share my feedback right away. Can you expand more on using multiple free customer accounts and how we could use this to eliminate the duplicate ticket problem?

Cheers,

Matt 

[Benjamin Paton]

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.

[Matt Harford]

Thanks Ben,

We may end up doing this as this may be better than the alternative of constant duplicates. This is very helpful, thank you for sharing the above. Hopefully there is some action on ID-240 soon. 

-Matt