We are trying to setup multiple helpdesk teams, and each helpdesk teams will have their own separate email address. (eg, support, customercare, testing, sales etc).
We have our company domain for email addresses. eg support@company.com and sales@company.com etc.
We need to configure odoo so that, support team will get their ticket from their support email and sales likewise.
We currently setup 1 incoming email server with imap. and set up 4 different aliases on each team.
Help me configure these please
How should we configure the incoming mail server, aliases, helpdesk teams etc.
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Hello Abhinav,
This is a standard and supported setup in Odoo, and you are already close to the correct configuration.
Below is the recommended and correct way to configure multiple Helpdesk teams with separate email addresses.
Recommended Configuration (Best Practice)
1️ Incoming Mail Server (IMAP)
Create only ONE Incoming Mail Server
Configure it with:
IMAP credentials of your domain mail server
Catch-all mailbox OR a mailbox that receives emails for all aliases
(e.g. support@, sales@, customercare@)
This is correct and sufficient.
2️ Helpdesk Teams
For each Helpdesk team:
Go to Helpdesk → Configuration → Teams
Open the team (Support, Sales, Testing, etc.)
Set:
Email Alias
support → support@company.com
sales → sales@company.com
Enable:
Create tickets from incoming emails
Each alias will automatically route emails to its respective team.
3️ Aliases (Important)
Odoo automatically creates aliases when you set them on the team
You do not need separate incoming mail servers per team
Make sure:
All aliases actually reach the mailbox used by the IMAP server
OR your mail server forwards those aliases to the same inbox
4️Test the flow
Send an email to:
support@company.com → Ticket should land in Support Team
sales@company.com → Ticket should land in Sales Team
If this works, your configuration is correct.
Common Mistakes to Avoid
Creating multiple incoming mail servers for each team
Forgetting to forward aliases to the monitored mailbox
Using the same alias on multiple teams
If you need help validating mail routing or handling more complex setups (multiple domains, outgoing emails per team, etc.), CandidRoot would be happy to assist.
If this answer helped you, kindly upvote it.
Best Reagrds
CandidRoot Solutions Pvt. Ltd.
Best Reagrds
CandidRoot Solutions Pvt. Ltd.
Mobile: (+91) 8849036209
Whatapp: (+91) 8849036209
Email: info@candidroot.com
Web: https://www.candidroot.com
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one more followup question on your answer, how do we choose which email we create the incoming mail server for?
we have sales@company.com and support@company.com.
If we create 1 incoming server for sales@company.com, does it work in fetching all emails that come to support@company.com , site@company.com?
No.
If you create one Incoming Mail Server for sales@company.com, Odoo will only fetch emails available in that mailbox.
Emails sent to support@company.com or site@company.com will not be fetched unless:
Those addresses are forwarded to sales@company.com, or
You use a catch-all mailbox that receives emails for all aliases.
Recommended setup
Use one catch-all inbox (or one mailbox)
Forward all aliases (sales@, support@, etc.) to it
Let Odoo aliases route emails to the correct Helpdesk team
This is the standard setup in Odoo.
one more thing about the catch all email, we need to create a catchall@company.com email address ?
Then through the email provider settings, we need to forward all mails received on all @company.com emails, to this new catchall domain.
Then we create incoming mail server for catchall@company.com and then setup aliases for each of the other emails?
Is this the way to go?