Improvements in customer's emails

[ilyakonovalenko]

Hello,

Some people asked for an ability to assign customers to another entity - company - so that multiple customers can be merged into the same company entity.

Since this is a big change, the feature requests were declined for now. But I have one simple idea. Maybe it would be easier to implement by FreeScout.

For now each customer has some emails assigned. What if we just add an ability to set name (title) for those emails? Example:

• [email protected] - John
• [email protected] - Stacy

Then, if set, show the names in the conversation threads instead of the customer name.

The same is for API, if email is passed, set the email in the from field in the database so that replies will come to the email instead of the first one.

[freescout-help]

The idea is not quite clear. Can you elaborate a bit more.

[ilyakonovalenko]

Multiple email addresses can be associated with every customer. So that all email messages from those emails are associated with the customer. In some cases "customer" is an entity for some organization, so those emails are emails of the organization staff. For now FreeScout displays every email received from the additional email addresses under the customer name which is not always convinient.

My idea is to add an ability to name every email address associated with the customer. We can then display the name in the conversation in case the name is set. This will add an ability to use customer as a parent entity and its email addresses as a child entities.

Another issue with email addresses is that FreeScout sorts those email addresses from A to Z. So if the customer "Eva's Company" has email [email protected] and then we add [email protected], the customer's main email will be changed to [email protected]. This has also be corrected, there should always be a way to set the main email associated with customer.

So, an example for the idea:

• Customer name: Eva's Company
• Main email: [email protected] (named as Eva)
• Additional emails: [email protected] (named as Brian), [email protected] (named as Stacy)
• When Brian/Stacy sends some email to FreeScout the conversation is being associated with Eva's Company (as it is for now) but Brian/Stacy email and name are also displayed in the conversation view as well as returned in the API to indicate the message author is Brian/Stacy, not Eva.

[freescout-help]

It looks like nobody is willing to implement this.