Agent Group - Shared Mailbox Assignment

Then they need to redo how the system works. I think best is to create a workflow for this. 
 

Then you need to do a workflow automation to do that. Else you need to create an agent with that e-mail. 

Why would you need to re-do how the system works. It would essentially just be in the Agent Group information. Other systems do this already. You just assign that Group an email address so any time a ticket is assigned to that queue or escalated in that queue it gets emailed as well.

The system is built the other way around, you assign a group to a e-mail. 

An app could do some parts but it’s the escalation part using the SLA function is based on e-mail agents. 

Most systems should be able to do the same it in reverse too though. Our previous system you could assign a ingestion email address to log tickets to a specific Agent Group when it was emailed but you could also assign it an email address so like an agent it also got emailed when tickets hit that queue but you did not have to add it as a requester (which should not be done anyways). It also meant that if a ticket was marked as escalated that email address was also notified.

When you setup the mailbox in Admin - Email, you specify which group the tickets from this address land in.

Isn’t that what you’re asking the system to do?

No, this is not what I am after. I am referring to any time a ticket has been forwarded to a queue (whether it is assigned manually or via a workflow or even via the above emailed to the queues specific mailbox) that a shared mailbox is able to be alerted that a ticket has been updated or assigned to the queue so that not every team member in that group is alerted but rather a centralised place. Similarly if an escalation to a ticket is made that a specific shared mailbox can be alerted. Our agency does not allow masking of email addresses as we use a system that marks any emails that have one email address but is actually another as DMARC and will block it each time it comes in. It cannot be unblocked. Therefore, we cannot set up emails to be forwarded either so that option is also out. And we cannot set up a Shared Mailbox to forward outside of our agency either as that is blocked and the agency does not allow it for security purposes.

The above would almost be like the shared mailbox was an agent without actually being an agent. As we want to avoid having Shared Mailboxes as Agents or Requesters as much as possible.