Currently, when a support ticket arrives at the forwarding address (e.g. [email protected]), the Hub matches the sender against existing client emails. If there’s no match, it auto-creates a brand new client account.
The problem: a single business client often has multiple people and multiple email addresses (team members, role-based addresses like info@ and accounts@, plus aliases). When any of them raise a ticket, the Hub treats them as a separate new client, complete with an empty, inactive account carrying no domain, hosting, or billing.
For one of my clients with a five-person team, this means I could end up with five separate “client” accounts for one business, with tickets scattered across all of them and no way to see the full support history for that business in one place.
What I’d like:
1. The ability to add the pro email addresses (and/or aliases) to a single client account, so tickets from any of them attach to the correct existing account rather than spawning a new one.
2. A way to merge or reassign a ticket (and any auto-created account) into the correct parent client account after the fact.
The goal is that support tickets map to the business, not to whichever individual email happened to send them. Right now the model assumes one email equals one client, which breaks down as soon as a client has a team.
