Which support address are email replies sent from?

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8 Comments

  • 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. 
    1
  • 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 

     

    0
  • 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?

    0
  • 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?

    1
  • Nicole - Community Manager

    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

    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

    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

    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

    0

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