Hi there,
I am new to osTicket and migrating from another old open-source system called OTRS. The two systems work a bit differently so I'm trying to work out how to replicate current functionality in OST.
We currently have one main support M365 email account - call it support@domain.com. The desired result is as follows:
- We have unique support email addresses per enterprise client. So we might have client1.support@domain.com, and client2.support@domain.com.
- We also have our generic account support@domain.com, as mentioned above.
- If someone sends an email to client1.support@domain.com, then it must log a ticket the the "Client 1 Support" queue. There is no concept of "queues" in OST, so I guess we might have to use departments for that.
- In the current OTRS system (or perhaps the limitation is M365), we cannot send outgoing emails from an alias address. To overcome this, we have created a new distribution group in M365 for each client. support@domain.com is added as the only member to the group, so all emails sent to the distribution group are sent to support. With distribution groups we can allow the "send as" permissions so that M365 allows us to send from email address client1.support@domain.com without actually needing a license for that email address.
So, we need to send and receive emails on multiple aliases, while we only have one email account. Is this possible? Also, can we allocate tickets to departments based on which email address the sender sent the email to?
Thanks
David
