Default sender email to the group ticket is assigned to

  • 5 June 2024
  • 1 reply

Badge +1

Is there a way to default the sending email address to the one associated with the group the ticket is assigned to?


We have multiple workspaces and groups therefore different email addresses. Sometimes a requester might email one group but the ticket is for another group. If we change the group, the from address will does not change to the email associated with that new group so replies go to the address the email was originally sent to. Agents can manually change the email address on each of their replies, but this can be forgotten. 

The only time the email address doesn’t default to the original sending email address is if you move the ticket to another workspace, it will then default to the primary email address of that workspace.

Not sure if anyone has managed to create a rule or something to get this working for them or have any other suggestions.

1 reply

Userlevel 2
Badge +3

Hi @JoKing 

Greetings from Freshworks community!

You can try a marketplace app called “Customize from email address” and set the from email addresses based on the respective groups. This can be installed under Admin>Apps. 

Here is the link for your reference:

Let me know if this helps.