Fabian Sanchis

Hi Tiffany,

I hope you are well! You helped us a lot when installing the app last year! Thank you. After months of using it we got use to the email changing to the Default when an agent was entering a ticket. 

For a few months now, this feature stopped. The Support Team has been helpful in helping me with this case, however the feedback is that the app was never meant to work that way (so updating the default email when entering a ticket). 

This is very confusing and is causing lots of issues as the email is no longer changing and we are sending email from the wrong user groups.

Can you help us with this? Thanks

Hi Team,

We just upgraded our Select an Address app (Basic Plan now) and there are a couple of things that might be a deal breaker. Perhaps there is already a solution for it but I could not find it.

We have several support views and different teams, so we all have now only our email, which is great but also:  

1) Every time an Agent Opens the ticket, it updates it "This email will be sent from", updating the ticket and therefore changing the update time. This confuses things unfortunately as then the tickets are not in the right order. 

2) Now when we create an internal ticket for another team and press "New", the ticket defaults back to the queue of the agent and it does not go to the correct place. 

The workaround is to create the ticket as Open, but this didn't happen before and now it does.

Is there any feedback you can provide me with? Issue 2 I know is due to the mailing filters we have but I don't seem to be able to find the correct trigger. 

Thank you for your help with this.

Fabian