Which support address are email replies sent from?

Have more questions? Submit a request

16 Comments

  • Alicia Barrett
    Comment actions Permalink
    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. 
    1
  • Michel
    Comment actions Permalink

    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 

     

    0
  • Sean Starwind
    Comment actions Permalink

    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?

    0
  • Andrew Sithers
    Comment actions Permalink

    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?

    1
  • Nicole - Community Manager
    Comment actions Permalink

    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. 

    0
  • Barry Casebeer
    Comment actions Permalink

    Hi there,

    I am seeing behavior similar to Alicia & Andrew. Our default address is team@foreflight.com, yet we often see emails sent to that email address in our primary customer support view automatically select aisupport@foreflight.com or flightsafety@foreflight.com.

     

    Can you provide any insight as to how to set default email addresses for each view that we have created?

     

    Thanks!

    1
  • Nathalie Rey
    Comment actions Permalink

    Hi Barry,

    I believe your issue is related to receiving emails instead of outbound emails and in this case I would like to review this further with you on a ticket. I have created a ticket for you and will be happy to look at this further with you!

    -1
  • Donato Dileo
    Comment actions Permalink

    Hi,

     

    is someone knows how I can automatize the changing "email from" ?

     

    I'd like to set-up a trigger in this way

    - Ticket is Created

    - Change email from => myemail@domain.com

    Where email "myemail@domain.com" is already as "default" in Zendesk Email system default

    3
  • omid
    Comment actions Permalink

    Hi, 

     

    I do have the same question as Donato. We would like to automatically pick a different "from address" based on the value of a custom field or user's locale. 

     

    Thank you

    3
  • Santiago Massano
    Comment actions Permalink

    I am also experiencing an issue that is annoying in regards to the Select and Address App.

     

    When customers submit a support ticket via our web widget on our website, the Select an Address app defaults to the address that is first in alphabetical order from all of our e-mail addressess, instead of defaulting to my selected default address for Zendesk.

     

    This is annoying because every time I respond to a web widget inquiry I have to remember to change the address on the Select Address App, and the confirm the change that was made over by the requester section, and only then click submit, This takes time, reduces productivity and is prone to creating mistakes as if I forget the customer will get an answer from the wrong e-mail address and their response might be filtered to the wrong folder.

    The select an address app should always use the default Zendesk address by default no matter how the ticket was created.

    1
  • Brett - Community Manager
    Comment actions Permalink

    @Donato and Omid, I'm afraid there's no way to automatically change the received from address outside of creating a custom script and using our API tickets object . Or you'll need to have your agents use the Select an Address to manually change this.

    @Santiago, thanks for sharing your feedback! I agree, it would make sense for the default support address to display first within this drop-down menu. I'll pass your feedback along to the appropriate team :) 

    Cheers!

    0
  • Francesca Di Benedetto
    Comment actions Permalink

    You may want to try this app https://www.zendesk.com/apps/support/reply-from/ to automatically change the email based on the group / brand of a ticket

    3
  • Stephen Trejo
    Comment actions Permalink

    I'm having a hard time with this one. Either I'm not understanding it correctly, or something isn't working right here.

     

    So we have two addresses. Support@ and Boarding@ they're both forwarded into zendesk and create tickets correctly, but when I reply to boarding@'s tickets, the notification that is sent out is sent from the support address, instead of boarding

     

    Is there some step I'm missing here? Or is the implication in this article, that emails sent from cases should send from the email they were originally received through, misunderstood by me here?

    1
  • Brandon Tidd
    Comment actions Permalink

    Hi Stephen Trejo

    I would double check to make sure that the emails are routing in the tickets "via" the correct address:

    If this is displaying as boarding@, then the public reply should come from boarding@.
    It is possible that the way your mail client is handing off the email to Zendesk, something is getting missed.

    Generally speaking though, public replies should carry forward the email address they were originally received through.

    0
  • Jesper Grann Laursen
    Comment actions Permalink

    Brandon Tidd I guess Stephen Trejo was trying to say, was that if a client are using the webform for boarding@ it still get the default address, which is set to support@

    We have the same issue. When a ticket is received using a webform, the "from address" is always set to default. 
    There must be a way to overrule that setting. 

    As mentioned in the answer at the top it uses API Ticket object, but I can't find anywhere how to set those settings using a webform.

    0
  • Brandon Tidd
    Comment actions Permalink

    Hey Jasper,

    In that case I would recommend using the option to notify external targets.

    https://support.zendesk.com/hc/en-us/articles/203662136-Notifying-external-targets

    In this case the external target is the desired email address - thus bypassing the default address.

    Hope this helps!

    Brandon

    0

Please sign in to leave a comment.

Powered by Zendesk