Hi

please, we need some help with the configuration of mail settings.

We need to achieve the following behaviour:

 - We have our mail server settings fetching mails from support@example

 - A customer account, which has configured customera.support@example as support e-mail address

 - A support group with group email set to unix.customera.support@example

 - Mail server settings E-Mail Address set to support@example.tech (fetch mails), customera.support@example, unix.customera@example

 - curtomera.support@example and unix.customera@example are o365 aliases of support@example

If I send a mail to customera.support@example, (and I have a technician user with @example.tech address, no AD Sync), the request falls into msp, but it's needed to be created in customera acount, as many technicians work with "customera, b, c, d", and can´t use the self service portal most of the time

If I send a mail to customera.support@example from external gmail account which hasn't got any requester associated, it falls nowhere (blank site), also expected to be created in customera acount

The same occurs if mailing to unix.customera@example

Our MSP build is 9408 (yes, we're struggling with the updates, but it will take some time)

Is there a way to achieve this desired behaviour? what are we doing wrong?

Thanks in advance!