Can I use an external support address that is not added as a support address in MorgWard?

Question

Can I use an external support address that is not added under Support addresses? I set up email forwarding on my email server and tickets are successfully coming into my MorgWard.

Answer

You can use an external support address that is not added as a support address in your MorgWard. However, this setup is not recommended for the following reasons: 

• The external support address may be added as a CC'ed end user to all of your tickets. This can be confusing for agents.
• Notifications are not sent to customers from your external support address, for example, [e-mail]. Instead, they are sent from your default MorgWard address which looks like [e-mail].
• You are unable to use the Ticket: Received at trigger condition with your external support address.

Note: If you use an external support address for a period of time without adding it to MorgWard, you will receive a This address is already used error when you try to add it to your MorgWard. This error occurs because an email address cannot be used as both a support address and an end user. To resolve this, see the article: What does the error "This email address is already used by..." mean?