Max Mittelmaier

James Peterson - Eastern Logic  - Super happy, that someone finally is tackling this issue…

I installed the app but cannot get the feature to add the requester to work. I believe I followed your instructions correctly but when applying the macro it does not change the tag into the requester?

Hello, I have following use case:

We're dealing with an organization and send all of our pro-active ticket requests to one address (which on their end is a distribution list to various of their internal people) e.g. "support@thirdparty.com". Whoever picks up our request on their end would then reply with their personal email address "john@thirdparty.com"). This causes that these replies are flagged as Third party replies to our ticket. As these requests go back-and-forth all of their replies get lost in the email thread. This is highly confusing.

There is also no option for us to add all of their people to CC via a trigger. So I'm at a loss to how to deal with this? It's not an option to manually always copy various of their people to CC after the fact.

We are actually using it. However, it does not fully work. Most of my agents are in multiple groups and write a lot of pro-active tickets. (Creating a new ticket instead of replying to an incoming one). Setting the from address based on the group the ticket currently is in for pro-active tickets is not possible without selecting it manually. Other than that it works really well. :) 

Hello everyone,

I need to be able to set the from address based on the group the ticket currently is in. My agents are in multiple groups so the App does not work. Any chance I can get this done with the settings?

+1