Multiple requesters

Hello, I've been running into this same limitation. CS has to respond to multiple customers with the same concern, having a way to add multiple requesters would be tremendous help.

I'd like to add my vote on this topic. 

My team constantly uses multiple requesters and the common convention about “To” = requiring attention and action and “CC” = for information only, results in a lack of focus. Our customers gave us feedback about this after we started using Zendesk.

Furthermore, the possibility of creating “groups” of pre-determined addresses would be very interesting, due to the constant demand for sending to the same audience.

Hello Shawna,

How often are you and your team running into the problem? I'll say every day, I have several B2B customers who manage communication with several establishments and I have a Zendesk instance for each customer.

What is the felt impact on your agents for this lack of functionality? the impacts are :

- agents have to create the same email manually several times in a row to put the applicant in 'To' each time, which wastes a lot of time.
- One of my customers had to take out a paid application for sending bulk emails to avoid wasting time. 

Hey folks, James here from the Zendesk product team.

This is an area of investigation that our team is looking at very closely; with the emergence online business models and messaging channels, email cannot be guaranteed as a unique customer identifier, as it once was.

Not every scenario and situation is the same however, so it would greatly help me and my team if you could elaborate on your scenario where multiple requesters are using the same email, are you dealing with;

1. A shared email that multiple people have access to? Such as a business contact email or household?
2. One person who has multiple accounts that use the same email address? Such as a business with different brands or regions, or simply unvalidated emails?
3. Something else?

Any insights you can provide here will be greatly appreciated.

Thanks,
James

Hi, I'd like to add my vote to this topic as well. 

@james75 to provide you with some context on my end. 

We're building a property maintenance assistant/applicatino and work with HOA's, property managers, and others that manage properties. 

We use Zendesk to keep all parties involved with a service request up to date. Each person has their own emails and we end up having to add one person as the requestor and then search for and CC others. It would be much easier if we were able to just designate say and entire "Org" or a specific group of people as requesters for a specific ticket.

In my case, even if there was still just a single requestor and the others we're CC'd but I could add them all to the ticket with a single action, it would make the experience significantly better.

If I were to write a user story for this feature it might go something like:
"As a Zendesk user,
I need to be able to add multiple people from the same organization to a new request/email at the same time,
so that I can ensure I am keeping my customers properly informed and not accidentally missing communication to them."

I know changes to a data model can be quite the task, and I don't know that this would even make sense, but perhaps there's a quick mvp that can be built through the use of the custom objects model? 

Thank you for investigating this!

Ahmad

Thanks for sharing your scenario Ahmad. What you've described definitely fits within the shared email use case that we're tracking.

Right now, we don't have a solution for this prioritised, but acknowledge there is a valid use case here that Zendesk doesn't easily solve for. 

I'm marking this item as Not planned, but leaving the thread open for more comments and upvotes.

Thanks,
James

Our customers follow the same convention mentioned above: “To” = requiring attention and action and “CC” = for information only. 

There are multiple users at the same company that want to be in the "To" field. they get too much email and ignore any communication where they are in the "CC" field. 

We have no workaround for this currently. 

While I'm not a huge fan of processes that have multiple ‘requesters’ I do see multiple cases with our clients where this could be beneficial for the process.

• Marketplaces – As a party in a Marketplace conversation, you often have the Marketplace itself, seller and buyer. Ideally, you'd like to have a mixed conversation in some cases. Sometimes Side Conversations fulfill this need, but in others it doesn't. CC doesn't really justify the case itself, too.
• B2B – In multiple B2B cases, we received feedback that users often need to communicate with multiple people for process reasons or people in the process work part-time. Most of the users tell us CC is not desired to be used as a feature here, as many people handle incoming email via CC differently or just totally archive it right away without reading.