subdivisions
You can’t do it like that because if a system email gets an alert meant for an agent that will be picked up as a new ticket which will send an alert and keep looping over and over again. Moral of the story you cannot have an email as both a system email and agent email.
To provide further clarification, a system email is meant to retrieve emails to create tickets or thread to existing tickets. It is also responsible for sending alerts to the users and agents as well as things like password reset emails, 2FA emails, etc. An agent email is the unique identifier for each agent and is what the agent uses to login with and to receive alerts about their tickets.
Cheers.
