I have a loop occurring when an email support request is sent to (for example) firstname.lastname@example.org - it is then fetched and creates a ticket. An email alert is sent to the administrator, agents, department admin etc - but then another ticket gets created from the 'New Ticket Alert' email! And so on...... It's endless.
1) is it possible that OS is fetching (and creating tickets from) 'sent mail' as well as 'inbox'? If so how can I switch that off?
2) I would like all email alerts - across the whole system - to come from a different email address (email@example.com), but when I respond to a support request ticket the response should NOT come from firstname.lastname@example.org, but rather from the specific department email address.
How do I sort this out quick as my organisation is putting pressure.........