A contact with a valid email address must be created in AppGate's Support Portal before a Case can be created. It is preferred that an actual user is designated as a contact but that is not always the preferred method for companies that have a support team with shared responsibilities for administration and support of AppGate solutions. For organizations that want to use a shared mailbox for opening cases with support, there are a few items to consider:
The email must not have an automated response system. This can occur if the email address is associated with an internal CRM system that generates cases for new emails and sends an automated email (i.e.: Sending a notification of the new case number). This could create an email loop of both systems creating new cases for each system's case notification workflows.
To open or update cases using AppGate's support portal (http://support.appgate.com), there must be a shared username and password to access the portal. Note that this can open up security concerns for companies where individuals with the shared password leave the company and should use this method at their own risk. Also, it may not be possible to identify which specific user updated a case or requested additional information.
If you need the ability to create cases by email, companies will need to be able to send outbound emails from that shared email address. This is not typically possible if the shared email address is a Distribution List. If you are unable to send emails from the desired address, you can still open cases or update existing cases using AppGate's support portal.
Note that AppGate's CRM system will automatically generate emails even for cases opened through our portal. Any email address associated with an account used for portal access only will still need to be able to receive emails otherwise key updates to cases may be missed which can include:
Changes in the status of the case including Resolving and Closing the case
Posts added to the case
Emails sent from the case to the customer contact