Using the same email for Agents and System accounts

[mikechekal]

All,
I discovered that the Email loop protection seems to be causing me an issue. What I would like to do is set the System Email Address for a Queue to the same email address as an agent in the queue. We will not be using the fetch command to retrieve email form the post office so there is not an issue with looping for us. What do I need to do to allow for those two email addresses to be the same or do I have to set up aliases in the post office fro these accounts?

[crythias]

What I would like to do is set the System Email Address for a Queue to the same email address as an agent in the queue.

This is problematic because you're not going to track the ticket with the anticipated email response going directly to the Agent.

Part of the point of the ticketing system is forensic tracking that correspondence happened and is logged on the appropriate ticket. To invite the correspondence outside of the ticket negates that accountability and tracking. Especially if multiple agents or supervisors might need to reference correspondence on a ticket.