Jan 28 • JSM
Using e-mail aliases in JSM
Hi all! 👋
I wanted to ask if anyone has experience using e-mail aliases in JSM, so that everything actually works properly (inbound and outbound e-mails).
For background, we are currently using Data Center but are planning on migrating to Cloud within this year. We use Microsoft as a provider for the e-mails.
I think literally all of our current JSM projects mainly rely on the portal and on the side use one inbound e-mail channel, but we have come across a situation where the new service project that has been ordered, mainly relies on several e-mails (with a little side of portal). Okay, initially not that big of a deal to configure 4-5 emails to a service project (maybe worth noting that each of these e-mails would need to end up as a specific customer request type, as they have specific people working on specific requests).
At a later stage of the testing and setup, we realized that all of these e-mails they need to run into JSM, are not individual addresses but aliases that run into one singular e-mail. Our only option therefore with this setup was to attach this one (main) inbox to the project (as you can't add aliases separately) and test how the e-mails would work.
I noticed that when sending an e-mail from an internal company domain, it adds the alias as a request participant (theoretically I think could be used for directing the request to the correct customer request type). When sending an e-mail from an external e-mail (gmail) though, it doesn't add a request participant at all. But in general, having aliases as request participants can be confusing and messy imo.
Then we tried adding a custom transport rule from the mail server, so that if the email comes through a certain alias, it gets a specific prefix and I could use the prefix to route and with an automation/script maybe eliminate the request participant that is added together with internal domains, but then when I replied back as an agent under some tickets, the 'customer' did not even receive a reply and the e-mail got stuck somewhere (I guess as it came to the main e-mail from an alias, the system doesn't know who to reply back to?).
I am so close to just telling the customer that they need to separate all the e-mails and create individual inboxes, even though I know they would prefer to keep the alias-type setup.
Has anyone come across similar issues and has found solutions for a mess-free setup where the alias emails make it to agents and other way around?
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Using e-mail aliases in JSM
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