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.

• 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.

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.

• 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

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.

 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.

Email: info@candidroot.com
Web: https://www.candidroot.com