Service desk - several queue with same answer email


I need  to create a second queue for specific support with different team, but I want to use the same answer email for my user as the main queue .. How ca I do that ? 

When I want to setup the other queue, i've got an error message stating that this email is already use.. 

In my case, all people are sending email to isithelpdesk@ xxx.com

So i set up my first queue like that : 


so this is working fine, tickets are created and answer / update are send from isithelpdesk@wwww.com

on the secon queue I have an error message when i want to set the same email :


If I put nothing in alias, i dont receive any email.

If I setup the smtp server to send as isithelpdesk no mails are send and I have error message in exim log stating that the email cant be send on behalf of concur@xxxx.local ( local K1000 adress.. )

How can I solve that ? 

Thanks for your help,

0 Comments   [ + ] Show comments

Answers (1)

Posted by: KevinG 2 years ago
Red Belt

The incoming emails are converted to tickets and placed into a service desk queue by looking at the recipient address (Queue Email Address).

This determines which queue to create the ticket in, so you can't use the same queue email address.

You can manually move tickets to another queue or define a ticket rule to automate this process.

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ