Reply Emails Going to Wrong Client Email

[Dalton]

I have one client/user that interacts with Kayako several times per day; however, she will NOT log into the SupportSuite URL...she wants to use ONLY the emails back and forth. That would be fine if the system worked as it seems it should. Here is the issue:

Under MANAGE USERS, her company is listed (for this thread, we'll call her Client) and there are 3 different email addresses associated with Client, we'll go with:

1. user@client.com
2. customerservice@client.com
3. boss@client.com

What I would assume would happen is that the REPLY-TO address would be whoever sent in the ticket. However, it doesnt matter who sends in the ticket...any replies will go to the customerservice@client.com address.

If I need to define one single address that all replies would go to, it would be user@...but I would assume they would go to whoever sent the ticket in.

Can anyone help here?

[bear]

Check the incoming message headers and make sure their "reply to" is set properly. In my install, it *always* goes to the person's "reply-to".

[Dalton]

So as Im digging around, I see that the user has a PRIMARY EMAIL noted as the customerservice@ email. How can I change that?

[Dalton]

For anyone who finds this thread:

Kayako support told me that it is not possible to change the primary email (HORRIBLE!). I had our database guy figure it out and changed it from within the db. Good luck all.

[ppc]

Originally Posted by Dalton

For anyone who finds this thread:

I had our database guy figure it out and changed it from within the db. Good luck all.

Care to share?

[Jamie Edwards]

Hi Dalton,

I think it is possible to change the primary e-mail address of a user account, but I may be mistaking what you are getting at.

[EDIT] Apologies, I am wrong about this - I suppose though, that the primary e-mail address for a user account is editable *if* you know what e-mail address the account was created with?