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Alternate Reply to Email Addresses

Related products:Freshdesk
  • July 22, 2011
  • 8 replies
  • 26 views
R
Contributor

Please consider adding the functionality to reply to email addresses other than support@mycompany.com. Currently Freshdesk can accept emails addressed to support@mycompany.com, sales@mycompany.com, bugs@mycompany.com, etc. But any replies to those emails can only come from support@mycompany.com. Which means that customers that started out with a request to the sales department at sales@mycompany.com will receive follow-up emails from support@mycompany.com. Will potentially cause confusion for the customer and make it difficult for the sales group to keep track of the messages that end up going to the support group.

Thanks.

8 replies

V
Contributor

Hi Robert

I agree with you on this point. We will look into this and see How we can address it for users.

 

regards

vijay

R
Community Debut
  • rcraddock
  • Community Debut
  • January 5, 2017

Hi,


I can't seem to find this feature, which was discussed 5 years ago. Could you please point me in the right direction.


Thanks,


Richard

aravind.sundararajan
Skilled Expert
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Richard,


You can find this option in the reply window - all you have to do is just click on the inverted triangle symbol next to the current address selected. 


image



Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
R
Community Debut
  • rhett.ewart
  • Community Debut
  • April 3, 2018

Hi,


I too am having this issue.  There should be a rule/ability to set default reply from email based upon the group assigned to the ticket.  This is especially cumbersome in a multi-brand/product environment with a high ticket volume and multiple support emails in play.  It causes considerably slowdown for my team and added room for error in replies. 


Thanks,


Rhett

aravind.sundararajan
Skilled Expert
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@Rhett: For tickets created via email, you can setup a support email<-> group association under Admin-> Email section so that all tickets created will be assigned to respective groups and by default, have the right support email address pre-selected in the reply.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
R
Community Debut
  • rhett.ewart
  • Community Debut
  • September 12, 2018

Aravind,


I am still having issues where the product is overriding the group level email default.  There should be the option to choose default reply from setting based on the group assignment, regardless of product or vice versa.  The setting should be adjustable at both the product and group level.


Thanks,


Rhett

R
Community Debut
  • rhett.ewart
  • Community Debut
  • September 12, 2018

Aravind,


This is not working as explained above intended.  


For example:  I create a child ticket and have it assigned to a group with no product specified, and the support email default is the generic support email for our environment, not the group linked support email.  


Thanks,


Rhett

gcecil
Contributor
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  • gcecil
  • Contributor
  • December 3, 2018

There should be the option to choose default reply from setting based on the group assignment, regardless of product or vice versa.  The setting should be adjustable at both the product and group level.


This would be a very useful enhancement for us too.


Aravind, any word on a solution for this?


Thanks


Greg

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