What support address are email replies sent from? Follow

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5 comments

  • Avatar
    Alicia Barrett
    We use "Select an Address” so we can choose which email we want to send from. 
     
    When I create a ticket, it initially uses support@risklyze.com (which is the default), but after I write a public message or internal note and hit submit as new, it defaults to academy@riskalyze.com
     
    However, when I email my personal email even though it says academy@riskalyze.com, it still shows as coming from Support@riskalyze.com.
     
    I do have a quick video demonstration of this, but since this is a public forum, not sure if it's wise to share. 
  • Avatar
    Michel

    Hello Alicia, 

     

    It would be indeed interesting for us to have a video of this to see what is happening. Would you mind us pulling this into a ticket and talk this over via email? 

    You can send us an email at support@zendesk.com with this video so we can take a look at this together.

    Thank you.

     

    Michel 

     

  • Avatar
    Sean Starwind

    Will this app also affect the from address for an email notification being sent by a trigger?

    Or will it only apply to the update notification that is sent from a public reply being made?

  • Avatar
    Andrew Sithers

    I'm seeing similar to @Allacia - the reply-to email address is correct, but it's picked my name to be shown alongside.  Changing the name in email > support addresses, just puts the name in parens after my name.

    Any idea why I was chosen as the lucky one?  Alphabetical by first name?

  • Avatar
    Nicole Relyea

    Hey Andrew - 

    First off, welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    With Alicia's account we had to get into some specifics, so I'm going to create a ticket for you so that we can better troubleshoot this issue. Look for an email from me shortly. 

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