When you look at a requester profile, you can add multiple email addresses.
When you look at an agent profile, they can only have one email address.
This presents a problem for us as we have two separate domains.
Domain 1: Used for all systems setups including Active Directory, OneLogin (SAML/SSO), etc. Users are provissioned into Freshservice with this email account.
Domain 2: Is simply an alias used for all inbound/outbound email communications.
So for our agents, we're stuck on which email address we should set them up on. If we use domain 1, they will continue to receive probe updates and automatically login via SSO. However if agents log their own tickets outside the system, they will be logged from domain 2.
If we setup agents on domain 2, their tickets will be received fine into Freshservice. However, they won't be provisioned / updated automatically and can't SSO into the system.
Having the ability to have multiple email addresses on an agent would help fix this solution. Have a primary email address which will continue to be used for provissioning and SSO but then also record their secondary email alias to capture email communications.
Let me know if you require any clarification.