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Need some guidance with department emails and general setup
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 :
firstname.lastname@example.org , email@example.com , firstname.lastname@example.org
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 email@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, firstname.lastname@example.org to deal with all three departments so that the customer only sees emails coming from email@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.