Idea:
Implement enhanced access control for email accounts within the Help Desk feature to mirror the functionality available in the Inbox feature. This will provide better security and streamline support processes for teams.
Current Situation:
- The Inbox feature allows us to assign email account access to specific teams or users based on individual views. This provides controlled access to certain email accounts while restricting others.
- In the Help Desk feature, where our sales team may supports tickets, they are granted access to the email accounts used for sending emails.
- A recurring issue is that if a sales team member’s email gets disconnected (frequently with Exchange), their next default email becomes one of the Help Desk emails, causing confusion and potential security risks.
Proposed Enhancement:
- Assign Email Account Access by Team or User: Enable administrators to assign specific email account access to designated teams or users. This ensures only authorized personnel can use certain email accounts for outgoing communications.
- Default Email Management: Allow configuration of default email accounts for each user that does not automatically default to Help Desk emails if their primary email is disconnected. This prevents unauthorized or unintended use of Help Desk emails.
Benefits:
- Improved Security: Restricting email access will reduce the risk of unauthorized use and potential data breaches.
- Enhanced Efficiency: Ensuring the right teams have access to the appropriate email accounts will streamline support processes and reduce confusion.