Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Tech Tip:

If you have multiple 'From' addresses when sending out-bound email

Because of authentication required for out-bound e-mail, requires in-bound e-mail for the same domain and SPAM controls, Post Office is not designed to handle more then one POP3 / SMTP account.

Possible solution in rare cases would be first, use a somewhat 'generic' sounding, but actual e-mail for HelpDesk.  For this example, say you use Support@SuperSupport.com

Then, assuming your clients company is called Acme, you can have the user's e-mail signature (in HelpDesk configuration) and also in the Template Signatures, say something like "Mary at Acme Company" support@supersupport.com

This way, the e-mail will be branded, both in the 'from' address and also inside the e-mail itself using HelpDesk signatures, with your customer's name.  The actual e-mail will be support@supersupport.com and come back through Post Office when a receiver clicks the 'reply' option.  In the E-mail queue, the inbound e-mail name "Mary at Acme Company" will visually tell you that this inbound e-mail is for your client Acme.

Your own company would use the same e-mail address, again Post Office uses just one POP3 and SMTP, but with a different branding as per above example.

You can quickly sort the E-mail queue form various clients.