Hi,
I am importing my customers from the CRM. There, some customers have multiple emails that can potentially open a ticket via email.

I have been able to import a single user per account, and to use the table ost_user_email to add multiple email address entries related to the same user id.

It works well for incoming emails in the sense of identifying the user (customer). However, no matter what email from comes in the email, the ticket thread's main recipient is always the primary email address.

I have tried to hack the code to add the original sender as collaborator, but I think that is not very ellegant, as it requires the creation of an additional user.

Could anyone please point to a reasonable approach to resolve this use case?

  • KevinTheJedi replied to this.

  • zymba2k

    The email address is the unique identifier for both Users and Agents. This means an email address can only be associated with a single user and vice versa. This means there is no native way to associate multiple addresses with a single user.

    Cheers.

      zymba2k

      The email address is the unique identifier for both Users and Agents. This means an email address can only be associated with a single user and vice versa. This means there is no native way to associate multiple addresses with a single user.

      Cheers.

        Hi,

        Thanks for your answer. I am now a bit confused becasuse:

        I have a user with id=4116 named Miguel
        I have 2 email addresses with id=1643 and id=1644. Both have user id set as 4116 in ost_user_email table. One is user1@gmail.com and the second is user2@gmail.com.

        When I write from ANY of both email addresses, the user is correctly identified as Miguel.

        So according to this, multiple email addresses can be related to a single user. I am unsure if this is intended or not, or if this is just an unexpected behaviour because I manually manipulated the ost_user_email table to relate different email addresses to the same user id. But the effect is when you write from any of them, the user is correctly identified.

        The problem is the the thread is ALWAYS associated to the main (or maybe better said lowest ost_user_email id) email address.

        Is there a plan or could this come a feature request?

        Thanks in advance.

        Miguel

        Associating multiple emails with a single account is not a feature currently.
        Because this is not a feature you will continue to see the behavior you just described.

        You can make Feature Requests over at github.
        Open an issue report and prefix the title with [Feature Request].
        You can do that here: https://github.com/osTicket/osTicket/issues/new/choose

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