TrackIT 2020 allows for multiple mailboxes to be used to create tickets but when responding to a ticket, only one of the mailboxes can be used to send a message. We have 2 groups to handle different issues, an IT support group for systems issues and a Business support group for applications. Each has a mailbox end users can send e-mail to which created tickets in the appropriate group. If I Technician in the business group responds to a requestor, the e-mail comes from the IT support mailbox. There is no way (that I've found) to have the message come from the Business support mailbox. This creates confusion.