Hello,

contacts in Zoho Desk can have a secondary email address. What is this good for?

When I forward mails from a mailbox directly to Zoho, i.e. to an internal Desk address, tickets are automatically created to the matching email. The email sender is usually selected as the contact person. However, this does not seem to work for contacts who have a secondary email and the contacts then send an email from the secondary email address. In this case, a new ticket is created and a new contact person is created. Actually, the already existing contact person should be linked, as the e-mail is already stored there...

Regards,

Sven