It is required to associate the response email to the assigned ticket group in Freshdesk Support Desk, since in many cases the tickets are not opened from the email by the applicant, but from other tools such as Freshchat (via WhatsApp) and outgoing Email, which results in the email associated with the ticket when responding to the messages does not correspond to the group assigned to it, but instead takes the email assigned by default in the Freshdesk Support Desk system.
In my case, as in the case of some clients, we use multiple email accounts in Freshdesk Support Desk for different reasons that are irrelevant, and it becomes cumbersome to have to choose the account when responding.
Likewise, we have observed that automatic responses and other communications are associated with the default email.
Therefore, we appreciate your support and collaboration so that this magnificent tool continues to help us in our daily tasks.
