Which support address are email replies sent from?

Question

What support address are email replies sent from? Why does the reply address not match the support address it was sent to?

Answer

Email replies are sent from the support address they are received at. If you are experiencing delivery issues like messages going to junk or SPAM, see the article: Allowing Zendesk to send email on behalf of your email domain. 

For tickets not created by email, replies are sent from the default address set in the Support addresses page. For example, tickets created through Talk, Chat, or API.

If you would like to change the support address used for the reply, the Select an Address app provides this functionality. 

Note: If the support address is an email alias, group, or distribution list, these can also impact the email address ticket replies are sent from. For more information, see the article: Can I use an email alias, distribution list, or Google Group as a support address?