We have several email addresses and groups in Freshdesk. In some groups, when replying to a ticket we can change the from email address via dropdown, but not in others. It doesn't matter if you are an agent or admin. Why is that and where can I activate or deactivate this?
Many thanks in advance.
Greetings from Freshworks community.
If you have multiple email Address integrated to Freshdesk then each of the verified Email Address will be available for selection when agent is replying to the Customer. By default, the Ticket inflow channel Email Address will be auto-populated.
The option to choose the From Email Address list from the dropdown will be available for all agents even when they have Restricted access scope.
You can also choose to use the marketplace app to fix and disable the From Email Address selection and default it based on certain ticket properties. You can refer it here - https://www.freshworks.com/apps/freshdesk/customize_from_email_address/
If certain groups are showing the dropdown and few not, then you can send an email to support@freshdesk.com along with Instance URL with few screenshot to troubleshoot further.
Cheers
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