Replies on tickets

[getUP]

Whenever a user creates a ticket and staff responds to that ticket, it gets sent from the general address. So far so good.

After the next reply from the customer, the from address will only show the staffs address. It will be sending the e-mail from the staffs address. So when a customer replies again, it's making it impossible to keep track of tickets. We do not want this, obviously.

Is there a way to make the default reply always from a specified name and address? As far as I was able to find out, there is no such setting.

Changing the e-mail address of the staff user is not a solution - as we're using it for alerts.

[supportskins]

Seems you have not assigned an email queue to the department. In absence of an email queue, the software will use Staff's profile address as the From address. Assign an email queue to the department in which the ticket exist and it should fix the issue. Admin CP > Mail Parser > Insert Email Queue

[getUP]

Originally Posted by supportskins

Seems you have not assigned an email queue to the department. In absence of an email queue, the software will use Staff's profile address as the From address. Assign an email queue to the department in which the ticket exist and it should fix the issue. Admin CP > Mail Parser > Insert Email Queue

It seems to be a partly solution.

We have 3 queues at the moment; 1 POP and 2 dummy ones (set up with pipe). What's happening now is, e-mail gathered from the POP address is put in the department from the last added queue. Any idea on how to solve this?

[supportskins]

Are all the 3 emails addresses same or you are using different email addresses for each of the departments? Incase the email is same, the software will *always* create a new ticket for emails sent directly to the email queue in the department to which the queue was last assigned to. Using seperate email addresses for each of the departments is a possible solution.