2 Replies Latest reply on Sep 13, 2018 3:38 PM by andrewbsd

    Using different outgoing email accounts depending on Request Type

    andrewbsd

      Hi there,

       

      We have been using WHD for our IT Help Desk for over a year and are happy with it. Another department in our organization are jumping on board. As a result, we have two separate email addresses in both incoming and outgoing, which are:

      IT@company.com

      HR@company.com

       

      If someone emails IT@company.com the ticket is created, and replies for the life time of that ticket come from IT@company.com, this is working as we want.

      If someone emails HR@company.com the ticket is created, and replies for the life time of that ticket come from HR@company.com, this is working as we want.

       

      The issue comes about for non-email created tickets (ie tickets created in the web version of WHD).

       

      If someone opens a ticket with Request Type IT > Computer won't start, the opening email and all subsequent emails come from IT@company.com. This is what we want, and I suspect this works because it's set as the default outgoing email account.

       

      However, if someone opens a ticket with Request Type HR > HR Question the opening email and all subsequent emails also come from IT@company.com

       

      Hopefully that makes sense, I guess what I am hoping for is being able to set the outgoing email account based on Request Type, is it possible?

       

      Thanks for any suggestions!