Encountering the message “The email has already been taken” during the creation of a new user in HelpSpace can be a stumbling block, but it's easily resolved once you understand the underlying causes. This guide is designed to help you navigate through this issue smoothly.
Important Preliminary Information
In HelpSpace, each email address is unique within a workspace. This means an email address can be associated with only one entity at a time, whether it's a user or a customer. This policy is in place to maintain the integrity and organization of user and customer data within the platform.
Identifying and Resolving the Issue
If you encounter the “The email has already been taken” message, there are two primary scenarios to consider:
1. The Email is Already Used by Another User
Situation: The email address you're trying to assign to a new user is already linked to an existing user within your workspace.
Solution: You have two options:
Use a Different Email Address: Assign a different email address to the new user. Ensure that the new email address is not already in use within your workspace.
Change the Existing User's Email: If the existing user can be assigned a new email address, update their email information to free up the desired email address for the new user. To do this, navigate to the user's profile, edit their details, and save the changes.
2. The Email is Linked to a Customer Contact
Situation: The email address exists in your workspace but is associated with a customer contact rather than a user.
Solution: Follow these steps:
Locate the Contact: Go to Customers → Contacts in the HelpSpace. Search for the email address in question.
Modify or Delete the Contact:
Change the Email Address: If the contact is found, you can opt to change their email address to something else. This action will free up the desired email address for user creation. Ensure the new email address for the contact is not already in use within your workspace.
Delete the Contact: Alternatively, if the contact is no longer needed, you may choose to delete it. However, be aware that deleting a contact will also remove all associated tickets. Before proceeding with deletion, review the contact's tickets to ensure no critical information will be lost. If the tickets contain important information, it's advisable to change the contact's email instead of deleting the contact.
For further assistance or if you encounter any other issues, don't hesitate to reach out to our support team.
