We are in the middle of moving to Zendesk as our main support tool.
Our customers would like to have a general Email address configured with their account. When going back and forth Emailing to their personal Email, they need a second, general address to send the updates to. This is currently not possible with Zendesk. With our current system, Topdesk, it is possible and our customers like this.
Our customer mainly work in hospitals on service desks and have a shared inbox also as well as sometimes their managers need copies.
The alternative is telling all our customers to setup Email rules for all our messages from zendesk.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
And thank you, Scott, for your reply and suggestions!