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Ticket Dispatching - Alias Email

Posted: Thursday, July 2, 2020 8:10:34 PM(UTC)
C. Li

C. Li

Member Original PosterPosts: 5
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We're hoping to centralize the helpdesk mailbox with all our support teams to create tickets in Lansweeper.

In our testing with ticket dispatching, we have a rule set up as follows:

Tickets sent to alias "software@company.com" Move to "Software Team"

This works if the helpdesk email is not cached in Outlook, however if it is, then it will think it's being sent to the regular helpdesk email, thus not applying the ticket dispatch rule.

The alternative is to leave the software@company.com email as a separate mailbox and add it to Lansweeper as a second mailbox for incoming. The drawback is the filtered expressions may apply to the helpdesk, but not the software team. Is there a way around this?

Is this the best way to utilize a ticket dispatch rule with a Email To: rule? Does anyone have other experiences with this?

Thanks,
-C
FrankSc
#1FrankSc Member Administration Posts: 43  
posted: 7/24/2020 4:53:39 PM(UTC)
Hello,
It would better not work with an alias for email accounts as this could indeed cause issue with dispatching rules.
It's better to use real email accounts instead.

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