Email aliases in Office 365 not assigning to technicians
Hi,
I have set up a helpdesk instance with an email of support@domain.com, when I send an email to this I get a request created as expected so I know that email settings are working correctly. I have then set up 2 seperate sites, finance and hr, both of these are set using aliases on the Office 365 email account of support@domain.com, i have finance-support@domain.com and hr-support@domain.com set up.
I have created technician groups for my 2 sites, so one is finance and one is hr, each technician group has the correct technicians assigned to them and I have added the email id for each group, so for finance it's finance-support@domain.com and hr have hr-support@domain.com.
When I email finance-support@domain.com I can see the email going into the inbox on Office 365 for support@domain.com, then I can see the request being created but it is not assigned to the technican group as I would expect it to.
Has anybody come across this issue with Office 365 and aliases? I have seen a question asked 3 years ago about a similar problem stating the fix was to create a seperate mailbox for each department and forward them to the main mailbox, but i'm not sure that will allow me to see who has submitted the request via email as it will be forwarding using either finance-support@domain.com or hr-support@domain.com so won't contain the requesters email address and therefore I won't be able to respond via email as the request was generated from finance-support or hr-support.
Derek
I have set up a helpdesk instance with an email of support@domain.com, when I send an email to this I get a request created as expected so I know that email settings are working correctly. I have then set up 2 seperate sites, finance and hr, both of these are set using aliases on the Office 365 email account of support@domain.com, i have finance-support@domain.com and hr-support@domain.com set up.
I have created technician groups for my 2 sites, so one is finance and one is hr, each technician group has the correct technicians assigned to them and I have added the email id for each group, so for finance it's finance-support@domain.com and hr have hr-support@domain.com.
When I email finance-support@domain.com I can see the email going into the inbox on Office 365 for support@domain.com, then I can see the request being created but it is not assigned to the technican group as I would expect it to.
Has anybody come across this issue with Office 365 and aliases? I have seen a question asked 3 years ago about a similar problem stating the fix was to create a seperate mailbox for each department and forward them to the main mailbox, but i'm not sure that will allow me to see who has submitted the request via email as it will be forwarding using either finance-support@domain.com or hr-support@domain.com so won't contain the requesters email address and therefore I won't be able to respond via email as the request was generated from finance-support or hr-support.
Derek