Alternate Send From Email Addresses

When you send automatic notification emails to a customer, you always had the option to choose the initiating resource or your support email address, which is defined on the Support Email Address page. Refer to Configuring a support email address default. Additionally, you could manually add an email address into the Other field. These settings were always applied to all your customers; there was no way to select a different "Send From" email address for specific customers.

However, if you operate in a co-managed environment where you perform services for clients on behalf of third parties, it is desirable for notification emails to appear to come from a different "Send From" email address. This issue is addressed with Alternate Send From Email Addresses. You can define to five additional "Send From" email addresses per customer.

EXAMPLE  Your customer Acme Manufacturing has an internal IT department, but certain issues are escalated to your company using Taskfire. You would prefer that any email communications coming from you appear to come from an internal email address at your company. This feature lets you set up such an address specifically for this customer.

About the page

The Alternate Send From Email Addresses page is a search table that lists all organizations in your Autotask instance. To open the page, use the path(s) in the Security and navigation section above.

The first row lets your filter by Organization Name (contains), account status, and the five additional emails you have configured.

Adding or editing Send From email addresses

BEFORE YOU BEGIN  Because you can only add email addresses with verified domains as alternate Send From addresses, add the domains to the Domain Settings page first. Refer to Managing Domain Settings.

After a customer's domains have been verified, do the following:

1. Click the Edit icon in the first column. A dialog will open.
2. Enter up to five Alternate Send From Emails addresses. All email addresses you enter here must be associated with a verified domain. Refer to Managing Domain Settings.
   
3. Click Save.
   The email addresses are validated. If one or more fail validation, you will receive an error message.
   
   
4. Validate the new domain on the Domain Settings page and try again.

Best Practice

To let you use the notification templates that apply the additional email addresses for more than one organization, we recommend the following:

NOTE  Before you add any email addresses, decide for what type of communication each email will be used. Determine that Email 1 is always used as the Helpdesk email, Email 2 is always used for Support, Email 3 is always used for Sales, etc. This lets you select the variable for Alternate Send From Email Address on the New/Edit Notification Template and be confident that it can be applied for any organization that has alternate emails defined.

If the selected field does not contain a value for the organization, the email will be sent from the Support Email Address.