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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Need some guidance with department emails and general setup

Hello,

I'm trying to setup osTicket for an office with 3 departments. Each department has one agent assigned.
Let's assume the departments are  sales, billing and accounting

What I did was create an email address for each department :
sales@example.com ,  billing@example.com  , accounting@example.com

Then I created the users for agents with their personal email address.

I was just doing some testing and I noticed that when I create a ticket for a department, as a client I get an email from the dept email address.

 For example, when creating a sales ticket, as a client , I'll get an email from the sales@example.com email address.

I think the customer doesn't need to see a separate email address for whatever department he is opening his ticket for.

What is the correct way to do this? Should I just create one single customer support email address for all departments? 

For example, help@example.com to deal with all three departments so that the customer only sees emails coming from help@example.com, regardless of the department that's dealing with the issue?

I am aware that osTicket checks this email address to check for customer replies. Would osTicket be able to sort all incoming replies from this single email address?


I am sure there are many ways to set this up but I would really like some guidance from others that are more experienced.

Thanks!


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Comments

  • edited March 2016
    Version of osTcicket?
    Are they also getting the emails?
    Admin panel -> Agents -> Departments -> each department => what do you have for:
    Outgoing Email:
    and
    Auto-Response Email:


    Q: What is the correct way to do this? Should I just create one single customer support email address for all departments?

    There is no "correct" way to do it.  You can set this up how you want.  Personally we here use one basic email address because our people are adverse to change and we didn't want them to have to remember three email addresses.  That and I had no faith that they would actually use the right email address. :)

    Q:
    For example, help@example.com to deal
    with all three departments so that the customer only sees emails coming
    from help@example.com, regardless of the department that's dealing with
    the issue?
    A: Sure.  If thats what you want to do.

    Q: Would osTicket be able to sort all incoming replies from this single email address?
    A: Yes.
  • Hello @ntozier !
    Version v1.9.12

    Yes clients are receiving emails from each department's email. Each department has their separate email:
    sales@example.com
    billing@example.com

    So the Outgoing Email and Auto-Response Email for the Sales Department is set to sales@example.com

    I just wanted to make sure that I can setup a single email address for all departments like help@example.com and everything would work correctly. 

    The end client doesn't have to see a reply coming from sales@example.com , because I don't think the client needs to know what department or whatever setup we have in the backend.


  • The only caveat is that you would need to route the tickets to the appropriate department.
    If you have all three emails going to a single inbox (which is then picked up) then you would want to setup ticket filters to route the tickets by email to the appropriate department. 

    If you do not, then you could use Help Topics to route the ticket to the proper department, but that would only work for the ui opened tickets.
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