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Hi, I’m looking for a way to change the from email address on NEW emails only, at agent level or even by group. 

I am not looking to default the email address on ticket replies, only new emails.

The scenario I have is that our incoming emails are from our US and our UK business and therefore when we reply, we want to retain the same email address as the user contacted us on. 

When we send new messages, they are often sent from a specific team such as accounts or marketing and they don’t want to have to change their ‘from’ email address every time they send a message. 

I would be grateful for any suggestions. 

Thanks,

 

George

Hi @george_21022 

Greetings from Freshworks Community. :)

We offer the ability to configure the from email address according to the group chosen through our marketplace application. You can access the application by going to Admin → Apps → Customize From Email Address. This application allows you to establish a chosen ‘From’ email addresses based on default or custom drop-down fields (Group, Type, Status, etc).

App link for reference :- https://www.freshworks.com/apps/customize_from_email_address/

Please do not hesitate to contact us if you have any further questions or concerns.

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