Home > Technical Support > FAQ > What is the alias field for when configuring an e-mail account?

What is the alias field for when configuring an e-mail account?

When configuring e-mail accounts in LiveAgent you might have noticed the Alias box.

What is that for? 

Well, sometimes some people or company might have several e-mail addresses pointed to a particular e-mail address (account), so that those e-mail addresses use a common inbox (this is configured in their mail server).

E.g.:
product1@mycompany.com
product2@mycompany.com

might be pointed to sales@mycompany.com that is the common inbox (the real mail account) of those e-mail addresses.

The company is using LiveAgent to provide support to their customers and they are fetching the emails from sales@mycompany.com, while  they defined both product1@mycompany.com and product2@mycompany.com as alias when configuring the e-mail account inside LiveAgent.

Let's imagine that customer John sends an email to sales@mycompany.com while into CC (carbon copy) he adds product1@mycompany.com.
At this point in LiveAgent there will be a ticket created and when the agent hits reply the reply will go ONLY  to customer John thanks to the defined alias.

If the e-mail address of product1@mycompany.com was not defined as an alias the reply would go also to that address and suddenly the reply would be a 'new email' in the inbox of sales@mycompany.com and LiveAgent would fetch that reply as a ticket. This way we could get into a loop.

Ready to try LiveAgent?

It's free for the first 14 days! No credit card required.

Get Started
We work well with others...
Magento Joomla Wordpress Mailchimp
Contact us

support@ladesk.com

+1-800-811-6590 (Toll Free in USA & Canada)

+421 2 33 456 826 (European Union & Worldwide)

Quality Unit, LLC 616 Corporate Way, Suite 2-3278 Valley Cottage, NY 10989

Stay in touch
Blog Google+
© 2004-2015 QualityUnit.com, All rights reserved