Email queue precedence and auto responses

[Corbets]

Hey folks -

I don't think I understand how Kayako determines which response to send when replying to a ticket.

Let's say I have two email queues set up. Both affect the same department, but one is intended for email sent to contact@mydomain.com. The other is intended for all tickets submitted through any other means. When a ticket is created, regardless of the means, the system currently uses the contact@mydomain.com queue. How do I control that?

At the same time, I need to control which queue is the default when a staff responds to a ticket, so that the right address is given. How do I control that?

Thanks!
Lance

[supportskins]

Kayako will use the From address as the last email address which is assigned to the department in which the ticket is created in. There is no work around for such an issue where you have multiple email addresses assigned to a single department. The only option is that you use different departments for each email address.