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Queues: Customize a queue's receiving email address

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To access a queue's Email settings go to Admin > Queues > Edit Queue () icon for the queue > Email tab.


Receiving email address

The Receiving Email Address is your queue's own unique email address. Email sent to this email address will be converted into tickets in your queue, allowing you to reply from within LibAnswers. Each queue can have only one Receiving Email Address, which you can customize. Here's how:

  1. Enter the email address you want to use in the Receiving Email Address field.
    1. What appears before the @ (aka the local-part) is totally customizable.
    2. However, you have to make sure that the email address ends with the domain name indicated in the Receiving Email options. For example, if your LibAnswers email domain is @springylib.libanswers.com, you could create email addresses such as:
      • ask@springylib.libanswers.com
      • tech-help@springylib.libanswers.com
      • reference@springylib.libanswers.com
      • circulation@springylib.libanswers.com
  2. Click the Save button.

Example of customizing the Receiving Email Address


Want to use a different email domain for receiving email?

For systems who wish to use email on other domains, we recommend that you forward email to your queue's Receiving Email Address. For some email systems (like Gmail) this can be done directly in the account settings. For other email systems, your IT will have to set-up the forwarding from your desired email address to your queue's receiving email address.


Want to use a different email domain for sending email?

By default, your Receiving Email Address will be listed as the sender for your outgoing messages. However, you can choose to use a custom outgoing email address, instead. With this option, outgoing emails will be sent from our LibAnswers servers displaying an email address from your institution's domain as the sender (rather than your queue's libanswers.com email address). This can help your patrons more easily identify your LibAnswers emails as belonging to your library.

Learn more about how to send email from a ticket queue using your own custom outgoing email domain.