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How can I change the FROM email address, as a standard? That it's always the same, even when I have 10+ email addresses registred

  • September 13, 2024
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Moniquevanz
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We have lots of email addresses registred in the backend of Freshdesk (ticket receiving mail addresses). When replying to a ticket, the system picks one of these mail addresses as the sender of the response. How can we automate this, or change this, to one mail address of our choice?

Best answer by madhusingh0906

Hi @Moniquevanz 

Greetings from Freshworks

We can set up custom FROM email address based on conditions like Group, Type etc using the marketplace application Customise FROM Email address as mentioned by @Daniel Söderlund. You should be able to have this application under Admin → Apps → Search for Customise FROM email address.This app helps you to set a list of selected ‘From’ email address based on any default or custom drop-down fields (Group, Type, Status, etc). 

Link of the application :- https://www.freshworks.com/apps/customize_from_email_address/

Please do not hesitate to let us know incase of any follow up questions or concerns. 

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Daniel Söderlund
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Have you tried the “Customize From Email Address” app ?

Solution consultant @ synerity.eu, A new error is always a sign of progress!
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Moniquevanz
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  • September 13, 2024

That solved it, thanks!!

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madhusingh0906
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  • September 17, 2024

Hi @Moniquevanz 

Greetings from Freshworks

We can set up custom FROM email address based on conditions like Group, Type etc using the marketplace application Customise FROM Email address as mentioned by @Daniel Söderlund. You should be able to have this application under Admin → Apps → Search for Customise FROM email address.This app helps you to set a list of selected ‘From’ email address based on any default or custom drop-down fields (Group, Type, Status, etc). 

Link of the application :- https://www.freshworks.com/apps/customize_from_email_address/

Please do not hesitate to let us know incase of any follow up questions or concerns. 

Madhu, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
alyssia.correa
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  • April 3, 2025
madhusingh0906 wrote:

Hi @Moniquevanz 

Greetings from Freshworks

We can set up custom FROM email address based on conditions like Group, Type etc using the marketplace application Customise FROM Email address as mentioned by @Daniel Söderlund. You should be able to have this application under Admin → Apps → Search for Customise FROM email address.This app helps you to set a list of selected ‘From’ email address based on any default or custom drop-down fields (Group, Type, Status, etc). 

Link of the application :- https://www.freshworks.com/apps/customize_from_email_address/

Please do not hesitate to let us know incase of any follow up questions or concerns. 

 

Sorry to bump this thread. I just wanted to mention that there is no option to set up conditions based on category. I’m not sure what the reason for this is but i was hoping that would be possible. 

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