Shannon,

 

The simplest thing is to use actual email accounts designed specifically for your departments. That means using sales@, support@, billing@, etc. You then configure those accounts in SmarterTrack to POP emails into the system as well as set them up for SMTP so messages are sent from the same address that your customers email. Within the Groups in those departments, you set up the ticket distribution as per normal: pull from queue or round robin distribution.

 

Using a single address versus an alias or group distribution list ensures a one-in / one-out delivery method for all communications FROM and TO the customer.