Can I change which support address sends an outgoing email reply using a trigger?
You cannot choose which support address is used for ticket replies with triggers.
Customers receive ticket replies from the support address they used to submit their query, or from the default support address.
It is possible to manually change the support address for ticket replies using the Select an Address app.
For more information, see the article: Which support address are email replies sent from?
I have a use case for something similar, but basically it's if a ticket gets created via the UX by an agent, and set to a group for our HR team, then I want to use the HR Support address instead of the default IT Support. The webhook works to do this, but it doesn't seem to do it in time for the first notification, only the follow ups. Changing the address each time in the address app isn't a great solution.
A trigger-called webhook operating on the same ticket that the trigger is operating on may be subject to race conditions -- I don't think there's a way to guarantee that the webhook will complete before the notification trigger sends out its email. The app would be the best way to guarantee the correct support address is set.
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