Different Ticket-person with same email addresses from a company

[stockp]

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Problem Description and Proposed Solution for Handling Email Addresses

Situation: Currently, only the email address identifies the person who submits a Ticket. Because of this, if the submitter's name is different, but the same corporate email address is used, it overwrites the previously stored submitter’s name and causes confusion in the processes.

Informations: Many of our clients use a shared public email address. Individual employees are differentiated by including either their name or their role in the full email address. When we write to them this way, their email management system can easily identify the message and move it to the appropriate mailbox.
For example, their full email addresses look like this:
- office<mailbox@firm.eu>
- accountant<mailbox@firm.eu>
- invoicing<mailbox@firm.eu>
- CEO<mailbox@firm.eu>

This also makes managing SPAM much simpler for them.

Therefore, my proposal is:
Instead of identifying each client solely by the email address (e.g.: mailbox@firm.eu), the system would use the full email address (e.g., CEO<mailbox@firm.eu>) to identify them.

Of course, the existing Name field would remain separate and would still help us know whom we are writing to.

This change would eliminate the confusion that currently arises when we create a Ticket for a different person at the same company, which now also results in the Name field being overwritten in previous Tickets.

Sincerely,
Peter Stock

[Klemen]

I would argue that many people using the same email address is what's confusing, and not a good practice. I would encourage you to ask people to use unique email addresses instead.

The original name is still stored in the "u_name" column of the "hesk_tickets" table, so you could rewrite Hesk code/logic to use that, but honestly, it is not something we plan to do for the official Hesk release (at least not in the near future).

[stockp]

Thank you very much for your information. I will check in the HESK code.