Users with more than 2 email addresses

The scenario: One of our support groups has a ticketing application where users will email in tickets from more than 2 different email addresses. (e.g. email from our institution, personal email, and partner institution email(like a work study that gives out an email)) 

Originally we thought it might only be from 2 different email addresses and the fix was relatively simple by adding an alternate email address in their profile in TDX. Now that they are regularly seeing 3 different email addresses, things get a little more complicated. Yes, we could enable the ability to create a new identity when a user emails in from another email address but then you wouldn't be able to easily check their ticketing history, which is not ideal.  

Is this a scenario that anyone here has ever experienced or heard of? We are open to trying out something new or something we may have overlooked. 

Asked by Nick Nunn on Fri 8/5/22 2:27 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 8/5/22 3:23 PM

Hello Nick,

Each user account has 3 email fields, all of which are checked to determine if an incoming email's From address matches an existing TDX user account. You could place their 3rd email in the Primary Email address, or rearrange the 3 fields so that address is listed in one of them at least.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Hi Mark, where is the 3rd one? I know there is the Primary and Alternate. The only other one I see is the Alert/Notification Email which I thought needed to be the same as the primary to receive mail back? - Nick Nunn Fri 8/5/22 5:34 PM
Yes the Alert/Notification email is the field I am referring to. That does not need to be the same as their Primary address. - Mark Sayers Mon 8/8/22 9:27 AM
Hi Mark, would that effect the email notification functionality at all? I couldn't really find any information for the alert/notification email in your KB but happy to read up on it if you know where to find that. - Nick Nunn Mon 8/8/22 9:39 AM
To be clear, whatever email you put in the Alert/Notification email field is what TDX will use to send notifications to that user. The other 2 fields are basically informational. - Mark Sayers Mon 8/8/22 9:42 AM
Thank you for clearing that up! I think that might be the work around for the time being. - Nick Nunn Mon 8/8/22 9:49 AM