We have more than 30+ emails setuped in Freshdesk.
When you write new email, system prefills first “default” email.
On most cases it is wrong all the time.
Agents have less focus on this field when its been prefilled, so almost 99,99% of the time users send email to customer from wrong email address.
If this field would be empty - Agent will always have to pick correct email, and then send it to customer.
