Yes, Helpdesk manager can set Issue Tracker add-in to allow all outgoing email replies to be sent from a common account. For this, we need to specify a dedicated exchange mailbox (common) account from which automated notification emails and replies will be sent out e.g. firstname.lastname@example.org.
All technicians will then be able to reply, to the callers using common email account in the “From:” field of the outgoing mails. Automated email notifications would also be sent out from this common account.
Before using this feature, the helpdesk manager has to explicitly grant ‘Send on behalf’ of rights to all technicians. These following steps outline how to achieve it:
Step 1. Go to Window Server: Active Directory Users and Computers > Common account> Properties > Exchange General >Delivery Options. And add the technicians to grant the right ‘Send on behalf’.
Step 2. Enable the option ‘Use the following mailbox account for all outgoing automated notifications’ under Team Settings > Advanced Team Options. And click the choose button, to select the common mailbox account to be used for outgoing emails.
Step 3. Enable the sub-option ‘Use the above common account when replying to a ticket in Outlook‘ so that individual technician can use the same common account for sending out replies to existing tickets form Outlook.
When you raise a ticket you will get any outgoing emails from support account.
Hence, common account would be automatically assigned to the “From” field of the email reply.