Tagging an agent changes the groupemail address?

  • 24 November 2022
  • 0 replies

Hi all,

I manage a Freshdesk instance for about 30 staff, divided into 10 groups. Each group has its own support email address, and tickets sent to that email address are only visible to agents in that group. My issue is.. when an agent ‘tags’ another agent in his group when responding to a ticket, the ‘default’ account email address becomes copied into the conversation. Is there any way to stop this?

Thanks a lot,


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