In order to set up multiple mailboxes in your Cloud account or Self-Hosted instance and get customers' requests using the email channels, 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 the main mailbox that would accept all incoming requests and send outgoing notifications. It could be set as support@domain.com
- Create additional mailboxes (users) inside GSuite if you want to set up more than 1 mailbox and get requests delivered to different teams.
- In additional mailboxes, you would need to setup forwarded to your main support@domain.com. Make sure to verify them under your Gmail accounts by following instructions provided by Google
- Add aliases of your additional mailboxes under your main support@domain.com account in order for the support@domain.com 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 versions, 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 set up in step 3.
That way all incoming requests to different mailboxes would get into the system as tickets and all users would be notified from the box they have sent a request to.
More details about configuration and understanding of mailboxes could be found Configure Mailboxes for Notifications, Tickets & Replies
Aliases on Exchange Mailboxes
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 an additional email address like help@domain.com;
- Make the main address (support@domain.com) 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 (help@domain.com);
- Cloud users would need to set up 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 help@domain.com will be forwarded to support@domain.com and outgoing notifications will be sent from the additional mailbox.