Ok another long term scenario I still cannot resolve and curious if anyone else has this issue and foudn a solution.
Lets assume we have an azure AD tenant with 6000 actual user accounts and 3000 shared mailboxes. We can use azure provisioning to auto create requesters in Freshservice, based off of a group membership which we could specify requires the Azure account to have an employee ID for example, so we have 6000 requesters in Freshservice.
If we assume users create tickets via the portal and via email how do we stop people sending emails from one of the shared mailboxes thus creating non-user requesters?
- You have to assume that the email domain of the shared mailboxes will be the same as the users, so we can’t filter the emails on the email domain
- There is no way we can specifically exclude 3000 email addresses from the mail flow rule
- All emails show as internal so we can’t use that as a filter option
Does anyone have any suggestions?