I support this request. For our implementation, I would like support for additional email addresses specifically so I can use "email as SMS" when I need to alert someone about an Urgent issue. With this, I can implement a rule where a short email notice will go out to an address such as firstname.lastname@example.org. This will send the email as a text.
There are also other valuable uses as well for supporting this. We support this for customers at the moment.
12 months ago
+1. The fact you can't do this currently has been frustrating me all morning as I wasn't able to get the email to "kbase" working because my emails are sent from a different domain name (legacy company default which I can't change without messing up other system access) than the one which my FD agent profile is registered under. This is going to be a common issue in our business because we have so many different brand domains.
10 months ago
I also support this request. I actually contacted Freshdesk Support about it and they told me that I would need to add the agent's secondary email (it's only an alias, not even a different domain) as an occasional agent. Which means it takes up a day-pass. Which means I have to pay for it. Not to mention that the agent is not "occasional" - they access the platform every day.
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5 months ago
I also support this request. Like Evan, we have multiple domains that are aliases, and need that reflected in our support workflows.