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Gmail variants

  • March 24, 2021
  • 3 replies
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R

Hello,

Is there any way to account for gmail.com/googlemail.com variants within Zendesk automatically?

At present, we have to add the variant to the ticket.

We look forward to hearing from you.

Kind Regards

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    3 replies

    A
    • Andrew42
    • March 24, 2021

    Is the variant an end user, agent, or support email?

    R
    • Rick17
    • Author
    • March 24, 2021

    Apologies for not being clear, the variant is on the end-user side. @Gmail and @googlemail are viewed as separate accounts, which causes end-user comments on tickets to become internal.

    A
    • Andrew42
    • March 24, 2021

    Thanks for that.
    If you add the varient to the users profile, you can at least fix this for future incidents.
    I can't think of any other way to improve this within Zendesk.
    Only other thing I can imagine is to create an app that automatically looks for users with a Googlemail or gmail email address, and adds it's alternative. But that's just a figment of my imagination for now.

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