Solving problem: eSupport sends emails to staff addres instead of Email Queue address

[tonila]

We had this problem and we managed to solve it thanks to this forum. Alltought information was not so easy to find along many posts, so I decided to write a new post.

Problem:
When one of our staff members replies, the reply comes directly from staff members email, rather than support@yourDomain.com. Therefore, when the client or user replies, it goes directly back to the staff member, rather than through the ticket system.

Solve:
You need to make mail queue address to all of your departments. go to Admin CP -> Mail Parser -> new Email queue. Make sure every department has email queue to reply.

Tip:
If you have departments billing, support and other name email queues like this : billing@yourDomain.com, support@yourDomain.com and other@yourDomain.com (replace yourDomain.com with your address)

And Why:
Departments without a mail queue don't use the "default return address" setting. Instead, they use the staff email address. This causes big problems because you lose the entire thread when it goes into someone's inbox.