Separate Mailbox for Email Replies
Hello,
I've been watching this question:
https://solutions.teamdynamix.com/TDClient/Forums/Questions/Details?ID=104107
In comparing it with the document that was sent to one of our admins (see attached), I'm noticing some discrepancies. The document implies that you need two separate emails - one for ticket creation, and one for replies - but the question says you can use one mailbox. Granted, the document is old, but I just wanted to make sure.
We are currently using one email for ticket creation, and one for ticket replies, but the address for ticket replies sometimes gets cached in our clients' Outlook profiles, so I discovered last week that they will sometimes email our replies address and never get a response because we don't check it regularly. We are working on changing the display name of our email address and removing it from our GAL, but I am also thinking that one mailbox would be the way to go, if that's possible.
Thanks!
Caitlin
Answers (4)
The email replies monitor can only monitor one Inbox/folder in one email account. Your ticket creation monitors can monitor either that same inbox/folder in the same email account, or other email account inboxes/folders. They should all be set so the replies goes to the inbox being monitored by the replies monitor though.
I hope that helps. Let me know if you have any further questions.
Sincerely,
Mark Sayers
TeamDynamix
Hi Caitlin,
The most up to date information relating to the email monitor setup would be the article located here. This details how the email cloud monitor can be set up, and we do recommend for that using a single email Inbox, though it is not required.
Please review that documentation and let me know if you have any additional questions.
Sincerely,
Mark Sayers
TeamDynamix
Thanks, Mark! As always, you're the best. If I did want to use two mailboxes with separate inbox rules for each, would I also need to set up an additional mailbox for replies to the second inbox?
Thank you again!
Caitlin