Plan requirement
| Subscription | Any plan |
| Access | Agent |
No. Every user needs a unique address, and Zendesk refuses the save. What people want is usually one record with two addresses on it.
Can two accounts share an email address?
No. Each user in the account must have a unique address, and trying it produces Email: [address] is already being used by another user. The address is how Zendesk identifies the sender, so sharing one would leave incoming mail with no owner.
What people usually mean
"I am an agent and also a customer." One account does both; your agent record can raise tickets and the history stays together. "A shared team mailbox." That is a support address, a channel rather than a user. "The same person at two companies." That is multi-organisation membership on one record.
How do I get one person onto one record?
Add the second address to the user rather than making a second user. Open their profile, click + add contact, choose Email, type the address and save. Zendesk emails them a verification, and the address only counts once they confirm it.
If the duplicate already exists
Merge it. Tickets and email identities move across, and the old address is kept as a secondary one, but tags, notes, details and user fields on the merged record are lost, and the merged account is queued for permanent deletion.
Three conditions: both records must be end users, neither may hold more than 10,000 tickets, and it cannot be undone. Agent and admin accounts cannot be merged at all.
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