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NexGen Helpdesk Outbound and Inbound Email

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in Help Desk 10 comments

I would like to the best practise of how to define outbound and inbound emails for helpdesk

  1. Can the outbound and inbound email be the same channel id ? eg. [email protected] be used for outbound and inbound email - If this possible then employees can use the same id to create new SR and as well respond back to SR updates through email ? if so how do we prevent auto replies such as out of office email to stop from creating new SR.
  2. If the outbound email is set to [email protected] , then when Agent responds to employee through email then the email will go to the employee,however what happens when employee wants to reply back to the same email?

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