Additional Email Contact

[evolvewh]

Sorry if this is covered already.

 

It would be nice to see the option to add 1 or 2 additional email addresses to a clients main account.

 

An issue we run into is that a client will be using an email account at their domain, their service gets suspended because of a late payment and then we have no additional email to send the invoice to or if they want to reset their password to the portal, they can't retrieve that email.

 

Looking at it further, is that was 'add a contact' is supposed to be used for?  I guess it could work but it would just be nice to add the additional email addresses under the main contact info vs. creating additional contacts because all of the other info is the same.

 

Hope others like the idea and support it too.

[Paul]

Additional contacts of course can have their own email addresses, and the contact name can be the same. The benefit of using contacts is creating multiple billing contacts if multiple people want to receive invoice emails.

 

What you could do though, if you want people to be able to provide an "alternate email", is to create a custom client field. Settings > Company > Custom Client Fields. Using a custom field for this will allow you to enter it under "Additional Settings" when modifying the clients information, and clients can enter it during checkout, and update it on their own as well.

[evolvewh]

Thanks for the tip.  This will work for now and maybe you guys will be able to integrate something else in the near future if it becomes a priority.

[evolvewh]

Another question with this:

 

Is it possible to open a support ticket to an 'additional contact'? When I start typing in the auto fill, it will only let me open a ticket with the primary contact. The reason for needing this is when dealing with multiple people at a given business. I want to open a ticket with employee 2 or 3 so to speak and not always with the primary contact.

 

Maybe I need to reconfigure some settings or is it not possible to do this at the moment?

[Tyson]

A ticket has to be opened with the client, but any of the client's contacts can respond to it so long as they have permission to access the support system.

[evolvewh]

A ticket has to be opened with the client, but any of the client's contacts can respond to it so long as they have permission to access the support system.

Thanks for the info and that takes care of half of the concern. Would love to have a little bit more control and be able to open a ticket to anyone listed on the account whether they're a primary contact or an additional contact.

[Tyson]

Thanks for the info and that takes care of half of the concern. Would love to have a little bit more control and be able to open a ticket to anyone listed on the account whether they're a primary contact or an additional contact.

Can you clarify how you imagine this would work? For example, when you say a ticket should be opened to anyone listed on the account, does that mean only that contact is made aware of the ticket, or that that contact is the only one to receive an email notice regarding the ticket, or...?

[evolvewh]

Can you clarify how you imagine this would work? For example, when you say a ticket should be opened to anyone listed on the account, does that mean only that contact is made aware of the ticket, or that that contact is the only one to receive an email notice regarding the ticket, or...?

As an example, I'll say that I have 3 total contacts for a given client (primary and 2 additional contacts). If I start typing the client's name in the 'Search For a Client's Name' Field, I personally think it would be best to auto populate with all 3 contacts listed on that account and then the staff can choose the person they want to open a ticket with. Whichever person selected would be the only person notified about this particular ticket.

 

There are times when you deal with one person in a company regarding billing and someone else regarding website design or a technical hostng issue, etc.

[evolvewh]

Right now, I have additional contacts setup (used the add contact link within their account) so that they can open tickets. What I'm seeing is that when I reply, it not only goes to the person that opened the ticket but the main email address listed on the account. There's probably no way to 'shut this off' but it is annoying for the client who is receiving it in multiple places when the conversation doesn't even pertain to them.

 

Is this correct or is there a way I can change this behavior?

[Tyson]

What you've described is normal behavior. There's no way to alter this behavior from the UI. You could update the source code to achieve what you'd like, though.

 

Making a single contact the dedicated recipient of tickets could lead to some issues. The client (or an admin) can choose to disable a contact's access to tickets, or delete the contact altogether, and then the client may be unaware of those tickets. The client would still need to be involved as a fallback in case something like this happens since all tickets are opened on their behalf.