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DeskDirector / UserVoice

Feature request tracker
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[26698] Alias-like setup for email delivery #630

Closed iskolares closed 2 years ago

iskolares commented 3 years ago

Recent update to DD's email delivery now allows setting up multiple email delivery accounts, which can be set to hosts (custom domains) and companies.

A scenario was brought up by the customer where they have on-site technicians for multiple companies, and they want to be able to receive tickets from techhelp@companyA.com, and also send out DD notifications using the same email address.

The current email delivery setup is a solution, but it would mean creating multiple email delivery accounts for each companies/on-site technicians, which will be a nightmare to manage.

Being able to create aliases to a delivery account would be a possible solution.

dustinabingham commented 3 years ago

This would solve a lot of confusion for customers and simplify delivery for technicians.

DevanMorrison commented 3 years ago

Adding feedback to mark as participant for this feature request

--As mentioned above this eliminates confusion for customers, especially new customer, or newly onboarded employees. For instance many tickets are received from an internal email connector from our PSA. The reply then comes from a separate email that has confused many newly onboarded employees (is it spam/phishing, which one do I reply to, etc.)

--Keeps all email communication in the customer's email server. This can allow those records to stay internal with that one company. We can also setup email rules on their mail server for additional rules (mark high importance, append info, etc.). This also allows sensitive communications to stay within that mail server (employee terminations, end user reports, etc.) and not be sent externally to our MSP mail server for instance.