Restrict Agents to use specific email channel

  • 21 December 2018
  • 1 reply
  • 20 views

Hi,

I have two email channels,

1. Support.coreops

2.support.lcms


There are agents only need to have access to tickets created from "Support.Lcms" and at the same time they are not allowed to use the support.coreops during reply to customers. 

Also, when freshdesk send notification to agents, its always sent from primary email channel which is Support.coreops.  This is confusing as well.


Appreciate if there are any better ways to manage this. 


This topic has been closed for comments

1 reply

Userlevel 1

Hello Bala,


The ticket notifications for the agents would be sent from the primary support email and that cannot be changed. However, you can control the agents' access to the reply email using the email configuration app


You can set a default reply address for the helpdesk and then add the groups in exception along with the email that you'd like them to use to respond to the tickets.


Cheers!