Group child / parent, same mail address but different agent, possible?

[whitewater]

• Used Zammad version: 6.4.1
• Used Zammad installation type: docker-compose

Expected behavior:

Use same mail adress for child group

Hello everyone,
I’m new to using Zammad. I’m testing it a bit and will soon be deploying it on a company site for internal use.

I have a question about child/parent groups and agents.

Let’s say I have the IT group, email: support.it@domain.com, agent: smith
a child group: screen.
Is it possible for the child group screen to add another agent while keeping the same email address: support.it@domain.com?

Because if I create a child group for printers, software, and others, each with new email address, that will mean a few more addresses to pay for (because of Office 365).
But i think it is not possible.

Thanks for your feedback.

[Sal]

You want to use multiple groups and only one email address?

For example. Parent Group assigned to Agent 1, 2, and 3. Child Group assigned to 4, 5, 6. Both groups use email address support.it@domain.com?

If so, yes. All your groups can use the same email address.

[whitewater]

Hello Sal, I read again my thread and must have written it incorrectly, sorry about that.

I’ll give you an example:
group 1, email 1
group 2, email 2
group 3, child of group 1, with email 1.

I would process it like this:
group 1 → agent 1
group 2 → agent 2
group 3 → agent 3, with the same address as group 1, so email 1.

This is mainly to avoid having multiple Office 365 licenses (which are therefore paid) because you can quickly end up with a few.

[laserjet25]

Assuming I am reading your question right, you should be required to assign an email connector to each of the groups. I haven’t tried but I can’t say if Zammad even supports pulling the email noted in a parent group.

[whitewater]

Ok, that’s what I thought. Thanks for your reply.