Technician Group, Multiple Support Address
Technician Group :-
Users can also send emails directly to the group email configured in the "Group Mail" field of technician groups. When an email is sent to a technician group's address, the group will be automatically assigned in the ticket if the email address is properly aliased.
To set this up, go to Setup → Users and Permissions → Technician Groups in the application, and configure a group email address. Ensure this email is aliased with the address configured under Mail Server Settings. This way, when an email is sent to the group email, the application will fetch it, and the ticket will automatically be assigned to the group.
Do not use the same email address for both the Mail Server settings and the group email. Use a unique address for each group and make sure it’s aliased correctly with the Mail Server’s configured address. Recommendation: Use a unique email alias for each group in the application. Even if you have the same group in multiple sites, it’s not recommended to use the same email address for different groups, as this could create multiple tickets with different group assignments.
Example: If email@domain.com is the address configured in Mail Server settings, use email1@domain.com for Group 1 and email2@domain.com for Group 2.
email1@domain.com and email2@domain.com has to be properly aliased with email@domain.com in your mail server. Once done, when a ticket is sent to email1@domain.com group will be automatically set as group 1 in the request ticket. The same thing applies for group 2 as well.
Click on the link below to get detailed information on group,
http://help.sdpondemand.com/configuring-groups
1. What are the benefits of using a group email within technician groups?
- Emails sent to the group's email address automatically assign the technician group to the ticket.
- Use unique email addresses for each group to prevent duplicate tickets.
2. Is it possible to setup multiple helpdesk email addresses in SDP Cloud?
- Configure group emails and assign technicians by going to setup → Users and Permissions → Technician Groups.
- Ensure group emails must be forwarded to the main email server address for proper ticket routing.
- Emails sent to the group's email address automatically assign the technician group to the ticket.
- Use unique email addresses for each group to prevent duplicate tickets.
- Ensure to add the sender's email address under the technician group to ensure a reply on behalf of the group.
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