Issue symptoms
My ticket replies are sent from the default support address in the Select an Address app, not the default brand support address.
Conditions
- You have set default email addresses for your brands
- You are using the Select an Address app
Resolution
The Select an Address app is designed to set the default support address associated with a ticket. If the app is running, it will set the support address selected within the app, despite the default brand support address.
To prevent the automatic selection of the address for agents
- Retrieve the Group IDs for your account. For steps on retrieving Group IDs, see the article: How can I retrieve the group ID in Support?
- Configure the Select an Address app to enable the setting Disabling automatic selection of address for agents in the following groups. For steps on configuring this setting, see the article: Installing and using the Select an Address app.
This will ensure that the default support address within the Select an Address app will not have an option selected until your agent manually makes a selection based on the ticket brand.
2 Comments
Hi Carl McDowell - we are currently trying to set up the app, so that it automatically uses a specific email adresses per brand&group (as in the "Features included Section in the App description mentioned :Specify a default email address by group" should be possible).
I have the feeling there must be a bug in the app for this feature. No matter how I do the set up, the best outcome right now is that: when Brand A is selected, the email is sent from that brand's default email adress. BUT e.g. the email is specifically being sent from the Group Brand A-ES (spain) the mail is not going out from service@brandA.es - but instead from the default address service@brandA.com
Hope this explanation makes sense. If not an you need more details please let me know.
I had one of our app guys have a look at it too earlier, he was as confused as I was. Is there a Bug know with this feature? If not who can help us with the set up so that it works as desired?
If Brand A and Group Spain is selected > mail goes out from service@brandA.es
If Brand A and Group UK is selected > mail goes out from service@brandA.uk .....
I did configure everything in JSON as shown in the Help Articels. Hoping you can bring light into this issue for us.
Kind regards,
Yvonne
Hi Yvonne,
I've converted your comment into a ticket to have a closer look at the settings in your account to see if we can get to the bottom of what is happening.
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