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.