synaesthesia Posted July 20, 2015 Posted July 20, 2015 Ello Might be a slightly odd one, likely involving Powershell so here goes. We'd like to be able to set up mail polling on our helpdesk in such a way that an external school can email in jobs. That part is easy, however getting helpdesk replies back to them isn't. Both schools use Office 365. If the other school emails [email protected] this can be set to forward to our helpdesk without a problem. It doesn't need to be any more complicated than that. However we'd like to be able to reply from the helpdesk to the person that sent the mail. Because the helpdesk is unaware of who sent that mail (we don't want to do that, we are trying to make this stupidly easy for the users involved) it can't reply to them directly. It's easy to get the helpdesk (OPSmartdesk) to insert certain information in places; for instance we can easily put the email address of the original sender in the subject. Is there a way to get Office 365 to send an email to an email address in the subject?
Edu-IT Posted July 20, 2015 Posted July 20, 2015 Ello Might be a slightly odd one, likely involving Powershell so here goes. We'd like to be able to set up mail polling on our helpdesk in such a way that an external school can email in jobs. That part is easy, however getting helpdesk replies back to them isn't. Both schools use Office 365. If the other school emails [email protected] this can be set to forward to our helpdesk without a problem. It doesn't need to be any more complicated than that. However we'd like to be able to reply from the helpdesk to the person that sent the mail. Because the helpdesk is unaware of who sent that mail (we don't want to do that, we are trying to make this stupidly easy for the users involved) it can't reply to them directly. It's easy to get the helpdesk (OPSmartdesk) to insert certain information in places; for instance we can easily put the email address of the original sender in the subject. Is there a way to get Office 365 to send an email to an email address in the subject? We use OPSD. Why won't the software be able to reply to them? I'm a tad confused. Are you saying you want multiple helpdesk email addresses to be polled in, so you're having to forward them all to a single mailbox? Could you not just update the email address on the ticket to that of the sender? 1
Steve21 Posted July 20, 2015 Posted July 20, 2015 If the other school emails [email protected] this can be set to forward to our helpdesk without a problem. Unless I'm missing an obvious issue why can't you have the help@ as a distribution list with your school helpdesk address on? That way the sender will still show as the original email user, and it gets sent to your school helpdesk, but to the end user they're emailing an internal email address. Steve 1
synaesthesia Posted July 20, 2015 Author Posted July 20, 2015 Unless I'm missing an obvious issue why can't you have the help@ as a distribution list with your school helpdesk address on? That way the sender will still show as the original email user, and it gets sent to your school helpdesk, but to the end user they're emailing an internal email address. Steve I often overthink things so it's always useful to ask around Didn't think of that! I don't want to set users up for them, only a single address for them to email as they're struggling with their current helpdesk system. Want them to have no excuses! Many thanks
Steve21 Posted July 20, 2015 Posted July 20, 2015 I often overthink things so it's always useful to ask around Didn't think of that! I don't want to set users up for them, only a single address for them to email as they're struggling with their current helpdesk system. Want them to have no excuses! Many thanks What I mean is like: Their school has [email protected] setup that is a distribution list with [email protected] in, nothing else just that. Their School emails [email protected] which in turn would get forwarded to [email protected] As your helpdesk receives the email it'd show sender as [email protected] so your email reply should be sent direct to [email protected] Or did I misunderstand your question? Don't see where the "setting up users" came in etc. Steve
Edu-IT Posted July 20, 2015 Posted July 20, 2015 Don't see where the "setting up users" came in etc. For the software to log tickets against a user, it needs to know the users name and email address. The software will create them a user account automatically. They don't have to login though, they can just carry on using email?
synaesthesia Posted July 20, 2015 Author Posted July 20, 2015 What I mean is like: Their school has [email protected] setup that is a distribution list with [email protected] in, nothing else just that. Their School emails [email protected] which in turn would get forwarded to [email protected] As your helpdesk receives the email it'd show sender as [email protected] so your email reply should be sent direct to [email protected] Or did I misunderstand your question? Don't see where the "setting up users" came in etc. Steve No no, that's it exactly. I understood what you meant entirely, it just came across as very simple (and I overcomplicate things). The issue I found in testing was that we wanted them to email an account on their domain, not ours - i was fiddling with forwarders etc but forgot about the distribution lists which should work fine.
Steve21 Posted July 21, 2015 Posted July 21, 2015 Ah haha my bad sorry Wasn't sure if you meant the second part wasn't right or what not Steve
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