Replies to staff, not support address?

[macdock]

I am still seeing random occurrences where a customer hits the reply button on a ticket, and it emails to the staff member, NOT the support address(like it should), completely bypassing esupport.

I am running 3.0.80, anyone else still seeing this?

[internut33]

In staff control panel -- general settings the field/setting:

Default Return Email Address
Enter the Default Return Email Address, This Email Address is used as the default "From" address. It should prefereably be same as your Email Queue (If you have one created).

Is this set to what you want the from email to be?

[macdock]

Originally Posted by internut33

In staff control panel -- general settings the field/setting:

Default Return Email Address
Enter the Default Return Email Address, This Email Address is used as the default "From" address. It should prefereably be same as your Email Queue (If you have one created).

Is this set to what you want the from email to be?

Yes, that setting is already in place AND not working. Hence the reason for my posting.

The replies from the customer are going to the staff member's email address, not the default from address ( which is the same as the email queue address ).

As I said before, this is happens randomly ever since 3.00.xx was released...not on all (or even most) tickets.

[internut33]

i've had this happen before. trying to remember how i fixed it. Is an owner getting assigned to the ticket when you view / answer it?

[Hawkwing]

anyone have a solution to this one?

[macdock]

I submited a bug report and it was quickly changed to critical status. I guess they are working on it.

[DTMark]

We had exactly this issue.

The trick was to (bear in mind this is the hosted version):

1. Set up a POP account on our mail server for each 'department' - e.g. dns@mycompany.com, and then set up forwarding on each POP box to send it to the matching queue - here, dns@ourhelpdeskurl.net

2. Set up a mail queue with that mail box information (e.g. DNS) and as another poster suggested, set the override on the outbound so it's always dns@...

This sorted it for us. When we log a new ticket we get the option to choose which department it is, which corresponds with the queues.

When the Client gets the mail it is "from" dns@ and then when they reply it is routed back correctly.

[willp2]

Has anyone gotten to the bottom of this? Or is there a setting I am missing?

If a staff member replies via email, the client gets an email from support@ if the staff member replies via the application, the client gets a message from the person address.

The department level email addresses arent really an option for us.

Any help?

Thanks,
-Will

[Varun Shoor]

Originally Posted by willp2

Has anyone gotten to the bottom of this? Or is there a setting I am missing?

If a staff member replies via email, the client gets an email from support@ if the staff member replies via the application, the client gets a message from the person address.

The department level email addresses arent really an option for us.

Any help?

Thanks,
-Will

Hi Will,
Department level emails are the only option, You can create dummy queues that are never used for this.

Regards,

Varun Shoor