In order to setup multiple mailboxes in your Cloud account or Self-Hosted instance and get customers requests using email channel, you would need to pass several steps that we would cover.
The example would be based GSuite (Gmail Accounts) but would be applicable also for Office365 and other popular mail services.
- Create main mailbox that would accept all incoming requests and send outgoing notifications. It could be set as email@example.com
- Create additional mailboxes (users) inside GSuite if you want to setup more than 1 mailbox and get requests delivered to different teams.
- In additional mailboxes you would need to setup forwarded to your main firstname.lastname@example.org. Make sure to verify them under your Gmail accounts by following instructions provided by Google
- Add aliases of your additional mailboxes under your main email@example.com account in order for the firstname.lastname@example.org to send emails from these extra mailboxes. Make sure to verify aliases. This is used in order for UseResponse to be able to use main support@ account to send emails from additional mailboxes.
- Setup Google SPF record in your domain account - DNS management to get better mail delivery of outgoing emails from your server. For cloud services you would need to setup SPF of UseResponse for custom mailboxes in order our provided email account can send from your account.
The last step would be adding these accounts in UseResponse. For self-hosted version there would be options to set SMTP and IMAP servers and all the rest mailboxes would be just forwarders to be added in the system that you've already setup in step3.
That way all incoming requests to different mailboxes would get into system as tickets and all users would be notified from the box they have sent request to.
More details about configuration and understanding of mailboxes could be found Configure Mailboxes for Notifications, Tickets & Replies
There are some specific instructions that should be followed in order to configure additional address (alias) to your Exchange account:
- Create a Distribution Group with additional email address like email@example.com;
- Make the main address (firstname.lastname@example.org) as a member of this group;
- In order to send emails from the alias address, you need to set "Send As" permission on the Distribution Group for the alias address (email@example.com);
- Cloud users would need to setup forwarder from the alias address to the main one. Make sure to verify alias mailbox in the system once forwarding is setup.
So any emails to firstname.lastname@example.org will be forwarded to email@example.com and outgoing notifications will be sent from the additional mailbox.