Customers with multiple e-mail adresses

rikard454

Hello all!

Just wanted to check if anyone else out there has the same problem as we do, it's more of an administrative problem then a pure osTicket issue... Seems that quite a few of our customers use more than one e-mail address when contacting us which causes confusion at our end as we use the e-mail addresses as "key" to which customer organization a certain person belongs to...

We have done a mod that communicates with our customer database in order to figure out if they have a valid support contract or not... And that uses the a-mail address as "key"...

Anyone out there that has encountered this and found a working solution/tactics ;-)

Cheers!

/Rikard, Wezupport

masino_sinaga

Just my two cents

Hi Rikard,

In order to handle the situation, here is the scenario that you can do:

1. Edit the related tickets so they will use one email address (of course, this is the additional job for admin or manager, I guess, since they have to decide, which tickets should be edited and which email should be used from those many emails),

2. Merge those tickets using this (mod), so all of those tickets will become one using the same email address.

Hope it helps. Cheers!

Sincerely,

Masino Sinaga

ntozier

Hey Rickard,

We had a similar problem. To get around it we added another field (we call it "Agency" but you could call it whatever you want.) that gets populated as a drop down box which lists all our "customers". You could add a text field that requires the customer to enter their customer Id number or username or some other unique thing to use to track such things.

Good luck!