Email correspondence

Hello all,

As we build out ticketing systems across our organization, I am concerned that we will be using the same servicedesk email address that will be associated, by users, with our IT service desk. 

For example, when we have a new department added to that is using their own TDX ticketing system, in this case SoonerCard it would be best if the email associated with the correspondence for these tickets have an email associated with SoonerCard and not servicedesk to avoid confusion and keep users from contacting servicedesk with questions instead of SoonerCard.  My understanding is that each ticketing system in TDX, whether you have one or fifty, must use the same email address (in our case it is labeled servicedesk).  Ideally, different email addresses or aliases could be used for each ticket service not directly related to the main service desk.

Thank you!

Robert

Tags Email-monitoring email-configuration email-client email-notification email-behavior email-replies
Asked by Robert Kelly on Wed 10/13/21 4:07 PM
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Answer (1)

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Mark Sayers Wed 10/13/21 4:15 PM

Hello Robert,

Actually you can point an email monitors at various email addresses. A single monitor can only process from one email address, but each monitor you have created could point at a unique email address for sure!

I think you may be thinking of the TDX user account that each monitor would need to use to authenticate into TeamDynamix and create a ticket in that app, or process replies for the replies monitor. That also does not need the same TDX user account to be used, but you certainly *could* use the same account for all of your monitors only for the TDX authentication part.

Let me know if that makes sense.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

1 of 1 users found this helpful.
Thanks. Perhaps email monitors would work but let me rephrase.
Is there a way to specify a different outgoing and reply to email address for other portals? For example, we have our overall main ticketing app and client portal that both use servicedesk@, can we have another ticketing app and client portal that uses somethingelse@?
- Robert Kelly Wed 10/13/21 4:22 PM
Ah unfortunately we only have a single replies monitor that connects to just one email account. You *could* create *aliases* as you mentioned for that replies monitor, but when folks hit the "reply" button on an email notification it will be configured to go back directly to that one Replies email account. - Mark Sayers Wed 10/13/21 4:29 PM