System email addresses¶

System email addresses are used as senders and recipients in ticket communication.

Overview¶

This page explains how to use System email addresses and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Create an address. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Edit an address. Open the existing record, change only the required fields, and check dependent assignments before saving.
Deactivate an address. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.
Set the queue and communication relationship. Open the existing record, change only the required fields, and check dependent assignments before saving.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.