K1000 Service Desk assigning tickets by email queue?
Is it possible to route tickets to different queues depending on which email alias they are sent to? For example, we are moving from Service Desk Plus from Manageengine. The arrangement to route tickets was helpdesk@xxxxxxxx.com which was a full email enabled account. After that there were 4 email aliases depending on department. They all forwarded the email to the helpdesk@xxxxxxxx.com email address and then routed tickets appropriately. Will the K1000 do this?
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Posted by:
chucksteel
8 years ago
Each queue has its own email address, so your current four email aliases can be forwarded to the KACE queues directly. If you want them to also go to helpdesk@xxxxxx.com because you have someone monitoring that inbox you can also do that with the forwarding options on your mail server.
Posted by:
trevinw
8 years ago
I feel like that should have been common sense. Thanks!! Sometimes these projects get so deep you over look the simple stuff.