Change Primary Email for Zendesk

Ensure Zendesk replies always reach the right email—automatically update primary email addresses for seamless communication.

Keep Zendesk replies going to the right email

Zendesk always sends replies to a user’s primary email, even if they contacted support from a different address. This can cause missed responses, frustrated customers, and unnecessary manual work.

Knots Change Primary Email ensures Zendesk replies always go to the correct inbox by automatically updating the primary email to match the one used in the latest support request.

Key Features

Automated email updates: When a user contacts support from a secondary email, the app automatically updates their primary email to match.
Seamless Zendesk integration: Works in the background, requiring no manual intervention or extra setup.
Eliminates manual work: No more searching for users and manually updating primary email addresses in Zendesk.
Ensures accurate replies: Responses always go to the email the user actually used, avoiding confusion and missed replies.

How it works

1️⃣ A customer submits a support request using a secondary email.

2️⃣ The app detects and verifies the email against the user’s Zendesk profile.

3️⃣ If the email exists as a secondary address, the app automatically updates it as the primary email.

4️⃣ The agent’s response is sent to the correct email, ensuring the customer receives it without issue.

Simplify Zendesk email management

Change Primary Email offers a simple, efficient solution to improve your workflow. Ensure every Zendesk response reaches the right inbox—without manual updates.

Questions

How does Change Primary Email work?

Redaction in Zendesk involves removing sensitive information from ticket attachments to ensure compliance and security. Our app automates this process, making it quick and easy. To learn more about Zendesk's non-automated redaction feature, check out this article.

Will using Change Primary Email disrupt our current workflow?

No. Change Primary Email integrates smoothly with your existing setup and runs in the background without adding extra steps. Your team can continue working as usual while benefiting from optimized communication.

Does the app require manual input from our team?

No manual intervention is needed. Once set up, Change Primary Email runs automatically, updating customer email addresses behind the scenes so your team can stay focused on customer service.

Can replies be sent to both the primary and secondary email addresses?

Unfortunately, no. Zendesk only allows replies to be sent to the primary email. Even if a secondary email is added to the CC field, Zendesk will only deliver replies to the primary address.

Is Change Primary Email GDPR compliant?

Yes, Change Primary Email is fully GDPR compliant, ensuring your data remains secure and is never used for unauthorized purposes.

Keep Zendesk emails on track - automate primary email updates

Prevent missed responses and manual email updates. Ensure every Zendesk reply reaches the right inbox – effortlessly.