I am new to osTicket and love it. I am slowly learning about departments and teams and how to set up email. We are a tour company and I set up three levels of support. Guides, Management, and Executive. We get emails mostly through a booking@...com email and through my email gerhard@...com. Neither of those is suitable to answer non-booking-related issues but each employee, guides, and office staff, have their own email address.

Is it possible to assign an email address to an agent instead of to a department?

The only way I have found to make it work is to create aliases and assign them to the department. That would be fine for management but there are lots of guides and then each guide sees all the emails of all the other guides when choosing their alias. Is there a way to have a default email address assigned to an agent? One that is automatically selected when the agent tries to answer an email, no matter to which email address/department the message was sent?