Show Requester's Email on the Ticket

Would be great to get a feedback on this from Zendesk.

Zendesk really should strive to make their software as secure as possible and not showing the email address in FROM is a very strange idea, the email address isn't in the way of anything else, there are no privacy concerns or even performance penalties.

Also interested in a response on this from Zendesk. This has created extra steps for our implementation and support teams.

This is a major issue. This makes it trivial to trick users into clicking bad links, opening malware/phishing attachments, etc. All an attacker has to do is set their name to something plausible (or something they got from an existing e-mail from us) and unless our employees check View Source for EVERY ticket received, they could easily fall for this attack.

ZenDesk, are you monitoring these community posts at all? There's another thread just like this one and probably more if I do some digging. 

Don't be shy Zendesk. We all make mistakes, just fix it.

Hi @benjamin24, would it be possible to pass the header email and envelope email to the ticket, such as in the UI or the ticket object itself?

Additionally, being able to choose which to use as the requester's email.

Currently this can only be compared using the "View original email" feature.

Any news zendesk?

+1 BILLION!

In addition to the "from" address, also would like to append SPF, DMARC, DKIM status visible without having to go deep sea diving for that info.

It's just far too easy to target organizations that use Zendesk these days due to a lack of basic security indicators in the UI.

Not that I would expect Zendesk to make a change based on their community asking them to do so, but adding my comment it would be nice to have the email address back.

Hey Everyone, 

Just incase you're not aware, you can actually now see the requester's email address whilst on a ticket. It's now visible inside the Context Panel. Below is a screenshot example from my test account. 

You can see the requester's email + any other profile details are clearly visible inside the context panel to the agent on every ticket. 

You can check out more details on the Context Panel here - available for all plans: Viewing customer context in a ticket

@amie11

Hi Amy - thanks so much for that. Unfortunately, my team uses an internal app to help us process tickets, so we're already using that space. Showing the email address in the top of the ticket window allowed us to both see the email address of the user *and* use our custom app in the right-hand panel.