Problem with responding to tickets

[Jamsoft]

hey guys, this may be a dumb question, but I just cannot seem to find the answer.

In v2 of esupport, when we logged into the staff section and responded to a ticket, the FROM address of the email that went to the user was an "esupport@..." email address.

We just put live v3, and when one of our staff responds to a ticket, the emails now come from the staff's email address. Which means if the user replies to it, it goes right to the staff member, and not back into the esupport system.

How do we make this work the old way? This just cant work in this fashion.

Rich

[Neil-UKWSD]

Hi,

There are several posts on the forums covering this already, you need to add email queues even if they are dummy ones for each department with the main email address as the from address.

[bear]

What I've done is to remove the email alert from my main support account and add in a dummy staff member. This member has a private alert rule on new and replies, using an off-desk email account. This way "he" gets the email alerts and my staff account can reply to tickets.

Kind of a glaring error to include in this "gold" version when it worked in the v2 install, no? Surely this can be fixed?

[Neil-UKWSD]

Hi,

You need to add an email queue per department, even if it's just a dummy queue with the from address set to an email address that pipes into your system. The queue address must be unique per queue but as long as you set the from address to the address you want clients to reply to if will be piped back in.

If you have no queue setup the only option available for that departments is the staffs own email address.

[bear]

An email queue per department?
Previously I had mail piped into departments using filters, as it was difficult to get clients to remember "support@", much less different emails for each. Time to change my method and pipe that email in, I suppose.
Kind of an awkward approach, I feel.