Plan requirement
| Subscription | Any plan |
| Access | Admin |
Retiring a support address takes longer than switching it off, because customers keep writing to it for months.
The phased way
- Publish the new address everywhere: website, signatures, printed material, automated messages from other systems.
- Keep the old one working and add a trigger that tags tickets arriving at it, so you can see the volume.
- Watch the volume fall. Months rather than weeks, particularly if the address appeared on anything printed.
- Add an automatic note to those tickets mentioning the new address, once the volume is low.
- Remove it when the volume is negligible.
Do not simply delete it
Mail to a removed address bounces, and the customer sees a delivery failure from a company they were trying to reach. Some will try again; many will not, and you never hear about them.
Watch the tag
Step two is what makes the rest possible. Without a number, deciding when to switch off is guesswork, and somebody will do it too early.
Automated senders are the long tail
Other systems configured years ago keep sending to the old address, and nobody remembers which. The tag shows you who they are, and each one needs a person to update it.
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