Apologies if this has been asked before, I couldn’t find the answer I was looking for.
Looking at using RT as a tool for teams with different responsibilities. Some of those teams are recognised as a single operational unit it by other users in the organisation. E.g and IT Team is split into subdivisions like networking and hardware etc.
I know it is possible to have multiple queues on RT but from previous experience these all had unique emails (to and from). Is it possible to have a mix, where we can operate multiple inbound and multiple outbound email addresses and tickets can more from queue to queue as needed.
Example below:
User emails help@mydomain.com, the email arrives in the helpdesk queue. Emailing a new ticket into the help address only arrives into the helpdesk queue. People responding from the helpdesk queue respond with the help@mydomain.com email. If it needs escalating it might go to the hardware queue, people replying to this ticket still reply from help@mydomain.com, and updates still update the ticket. The same would go for things like orders, networking, accounts, etc. But if we wanted (for example) the security queue to reply to emails from security@mydomain.com we can, as well as tickets being created straight to that queue if the end user emails without a reference number.
Is this possible? Are there any traps or gotchas from this approach?
I know it is possible to have multiple queues on RT but from previous experience these all had unique emails (to and from). Is it possible to have a mix, where we can operate multiple inbound and multiple outbound email addresses and tickets can more from queue to queue as needed.
Yes you can have multiple mailgate rules, so many addresses can feed into different queues. But you’d only have one outgoing address per queue. But once the ticket ID is in the email subject, the “from” address isn’t really all that important since updating a ticket just gets mapped to the ticket regardless of the queue it is in
But you’d only have one outgoing address per queue.
Thanks for your response. Just to clarify on the above, the one outgoing address per queue, can that be the same address for as many queues as I like, but then other queues can have different inbound and outbound addresses? or different inbound, but the same outbound (if i really wanted)
Really appreciate the clarification on the ticket ID, that’s good to know.
Yes. You can configure as many queues as you like to have the same outbound email address. We do this, all of our queues (bar one) use the same email address.
The inbound address only really matters when creating a ticket, and that is controlled by the mailgate configuration. Thereafter, replies get matched on ticket ID.
Example: we have a Security queue, that uses security@domain as the inbound address, and a mailgate rule to create new tickets in the security queue. The From address is our standard support@ address. When a reply to an existing ticket is received, it’s matched against the ticket ID, not the address used.