Overview

Some Kayako admins may experience confusion regarding the use of email aliases in their Kayako account. They may be unsure if they can use an alias email (for example, support@alias.com) which is an alias for another email (for example, support@original.com) that is not registered in their account. They may also be uncertain if they need to add the original email to their account or if they can simply use the alias. The root cause of this issue is often a lack of understanding of how Kayako treats email addresses and their aliases.

Solution

To use an email alias in Kayako, you do not need to add the original email to your account. From Kayako's perspective, both the original email and its alias are different, but they point to the same inbox on your end with your DNS provider. You can use either the original email or its alias, as Kayako will send notifications to the address you register with them.

Summary

In Kayako, you can use either an original email or its alias without needing to register both. Both addresses are treated as separate by Kayako, but they point to the same inbox on your end with your DNS provider. Kayako will send notifications to the address registered with them.

FAQ

1. Do I need to register both my original email and its alias with Kayako?
No, you do not need to register both. You can register either one and Kayako will send notifications to the registered address.

2. Does Kayako treat the original email and its alias as the same?
No, Kayako treats them as different addresses. However, they point to the same inbox on your end with your DNS provider.

3. Can I use an alias email that is not registered in my account?
Yes, you can use an alias email in your account even if the original email is not registered with Kayako.