We have multiple queues for resolution, but want to maintain one publicized contact address. I know each queue has to have a unique underlying address, but can the same address be used in the "alternate address" field?

The background here is we want a single point of entry to the support system, but seperate queues for the various specialists to manage their workflows, ideally with notification emails all coming from the same address.
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in theory it is possible: The K1000 does not check if the Alternate Email Address is already used in another queue configuration.
But this may lead to some problems.
The first one that I can think is that if the user replies to the ticket email all the replies are going to the same queue and the ticket may not exists there....so this is one issue.
You may mitigate the issue probably creating some email rules and routing the message to the real QUEUE....
That is my idea (untested):
Every QUEUE has his own email templates.
So you can amend them in a way that you have a different email subject for every queue.
Then you create the mailbox of your Email alternate address and then you set a rule in your SMTP that when in the subject of the email there is a certain string then forward it to the right internal queue email address.
Something like that.....you need to try it...but I think that this may represent a good starting point.
 Kind regards,
Marco - StockTrader 

Answered 11/27/2015 by: StockTrader
Red Belt

  • Thanks Marco. I did think of the incoming email point, and tested it, emailing one of my queues with an update for a tickt in another, and it works fine. From that POV, a ticket seems to be just a ticket. I wasn't sure if having the same /outbound/ address was going to break things tho
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