So, next on my mammoth mission to understand and see how the new stuff fits our needs is email functionality. In summary, the following items need answers. * Mapping of email addresses to other internal activities * Disabling Sendgrids click tracking * Use custom dispatch solution Mapping email In V4, we have one email address per department. This allows for very simplified filtering and enforcement. On the fringe, we do offer VIP type functionality or other rule driven logic, such as setting type, default priority and such. Whilst new Kayako does offer multiple email addresses and wildcarding, I cannot see how to explicitly map an email address to something such as a Case Form (per other chains, how I am looking at the context of a department), or for that matter, anything else, including team. Automation / triggers seem to gray out all trigger events related to email? Sendgrid click tracking Simply put, how do I disable this. In a nut shell, this is our data, not yours. Custom email dispatch With the exception that we deliver all email to localhost from v4, the local mailserver dequeues to our own Sendgrid account already. Our ability to control and view the dispatch and delivery of email is key. Is there any reason we cannot use such custom services such as our own Sendgrid account?