I have set which agents get what tickets by ticket type- I was wondering where the feature was to set which outgoing email is used by ticket type.
Currently, we have it set so that tickets that come in via the Web console, and go to specific teams/ticket types. However, when those tickets are replied to, the system sends out via the default email address.
The above example says that we can have Agent Aliases set so the web tickets can go out via the correct email address, but I can't find any information on how to set an Agent alias.
I just want to make sure that every ticket sent to a specific ticket type, via email or web, gets response emails back from the ticket types associated email address.