Forwarding Email from Additional Addresses

The Ubersmith setup wizard tells you to create one email alias on your Ubersmith host. This alias sends incoming mail into the Support Manager. Usually, this address is similar to:

support@billing.mydomain.com

Use more email addresses

To bring mail from other addresses into Ubersmith, forward those addresses to this alias. For example:

• Create sales@mydomain.com and forward it to support@billing.mydomain.com. Ubersmith then makes tickets from sales email too.
• Create support@mydomain.com and forward it to support@billing.mydomain.com. Your clients can then use a shorter support address.

{% callout type="note" %} Use a forwarder or alias on your mail server. Ubersmith reads the To and Cc headers of the message to find the department. A forwarder keeps these headers. If you resend or forward the message from an email client, the headers change, and Ubersmith cannot find the correct department. {% /callout %}

Send mail from an address to a department

You can send the mail from each address into a specific department. For example, if you have a Sales department, you can send all mail for sales@mydomain.com into that department.

1. Go to Settings > Support > Departments.
2. Click edit for the department (for example, Sales).
3. In Reply Address, select the second option and type the address (for example, sales@mydomain.com).
4. Click Save.

When a new message comes in, Ubersmith compares its addresses with the Reply Address of each department:

1. Ubersmith first compares the To addresses. If one matches a department, the ticket goes into that department.
2. If no To address matches, Ubersmith compares the Cc addresses.
3. If no address matches, the ticket goes into the default department. To set the default department, select Make this the default department in the Edit Department popup.

{% callout type="warning" title="The Reply Address is also the From address" %} Ubersmith also uses the Reply Address as the From and Reply-To address for mail that it sends to clients about tickets in this department. Make sure that the address can receive mail and forwards to your Ubersmith alias. If you select default, Ubersmith uses the Support Recipient Address from Settings > Support > Email Addresses. {% /callout %}

Other rules that change the department

• Replies to a ticket: When a client replies to an existing ticket, the reply stays in the department of that ticket. The address that the client uses does not change the department.
• Filters: Support filters (Settings > Support > Filters) run after the department is selected. A filter with the Move to Department action can move a new ticket into a different department.