Mass reply, email queues & default reply from address

[richm]

Environment:
eSupport - Latest build
Win2003 server

We have a number of departments here.

Customer Support
Product Analysts (Professional Services)
IT
etc. etc.

I have 2 email queues setup:
Customer support (support@ourdomain.com) - For production clients
Product Analysts (ps@ourdomain.com) - For clients in implementation


Clients start out emailing to ps@... while they are being implemented, once implementation is complete, the email to support@...

I assumed that when staff reply in "Mass Reply", eSupport will pick the correct address to reply from (e.g. a support ticket defaults to the support@... email address and a ps ticket defaults to ps@..., as they do when replying on a single ticket) What I'm seeing is, when I do a mass reply to a group of tickets in either support or ps queue, it's coming up with the ps@... email address in both cases.

Is there something else I need to configure to make mass reply, reply from the correct address?

Or is this is bug?

In addition...

When mass replying, the ticket status remains "new" for all tickets I mass replied to after reply, when I reply to individual tickets, I have eSupport setup to change the status to open, so this seems to be related to mass reply also.

Is this a bug also?



Thanks,

Rich