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Customer's response to support ticket shows up as phishing email to her cc'd recipients

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Janice Darlington

Publication le 22 févr. 2021

When my customer responds to an existing ticket, it shows her name as the person replying mismatched with our support email address. She has colleagues she has cc'd on her ticket and so her email system flags the ticket as a phishing email to her colleagues because it looks like an email coming from her name matched with our support email address. Is there any way around this?

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    Holly

    Zendesk Customer Care

    Hi J.,

    It sounds like personalized email replies are enabled in your account. This feature adds the name of the respondent to the Reply From address. This feature can be disabled from Admin > Channels > Email.

    If you have an external support address connected to your account, I'd recommend making sure your SPF record is set up to allow Zendesk to send email on behalf of your domain too.

    Hope this helps!

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