Web form tickets go in which queue

[smartohana]

I have multiple departments (ie: Sales, Support).

I want all email responses from a particular department to have the same Name and email address. But between two different departments, the Name and Email are different: (ie: Sales <sales@company.com>, Support <sales@company.com>

Assuming I have two separate mail queues, one for Sales and one for Support, I can set the mail queue overriseds to specify the From Name and From E-Mail for each queue.

Unfortunately, this does NOT work for email responses for tickets submitted through the Web Form since these tickets are not held in any Mail queue (as far as I've been able to determine). Since they don't exist in any particular Mail queue, the From Name and From E-Mail comes from the actual agent's preferences, when responding.

Is there any way to control the From Name and From E-Mail displayed in response to web-form submitted tickets?

[smartohana]

It appears I didn't have my mail queues setup properly.

Here's my understanding of the problem and solution to my problem in case others should encounter the same situation.

In my case, I was trying to setup multiple departments (Sales, Support, Billing, etc...), which is not difficult to do within Kayako. Users can then select the appropriate department when submitting a ticket through the web form.

From an email perspective, I was creating multiple email aliases for each department (sales@, support@, billing@), but rather than set up each alias with it's own mail queue, each alias would simply forward to a single alias and mailbox that Kayako would retrieve the mail from. I would then use rules to route mail from the same mailbox to the appropriate department.

This seemed like a reasonable approach, since it meant less administration. But what this meant was, there was no way to override the From Name and From Email when responding to tickets that are created through the web form.

The solution is tie a department to a mail queue by creating a mail queue for each department, even if the mail queue is not used to pop mail.

When creating the Mail queue, you specify which department mail placed into the mail queue will be assigned to. This configuration appears to actually work both ways, meaning tickets assigned to a particular department, despite the fact the ticket does not actually exist in the mail queue (as is the case for web form submitted tickets), will still follow the Mail Queue overrides.

It seems a bit counter-intuitive, but apparently that's how it works. I just hope it stays this way.