Answered

Incoming email - support for REPLY-TO address

My website CMS prefers to send new support forms with the FROM address linked to our domain (to avoid header spoofing), and to put the submitter's email as REPLY-TO.


But the REPLY-TO seems not to be captured by Freshdesk (correct me if I am wrong) and the result is all incoming support requests look to be fro ourselves.


Clearly I don't want to have to modify each new ticket to change the requester.


Does / can Freshdesk make use of REPLY-TO ?  As default or through some configurable option in Admin


Thank you 


Best Answer

Hello Tim,


Sorry for the delay in responding back to this awesome post. It is definitely possible to create tickets based on the Reply-TO email address in the mail header instead of the FROM value. You can enable the option "Use Reply-TO email address to create requester contacts" under Admin -> Email section to achieve this.


Cheers!

1 Comment

Answer

Hello Tim,


Sorry for the delay in responding back to this awesome post. It is definitely possible to create tickets based on the Reply-TO email address in the mail header instead of the FROM value. You can enable the option "Use Reply-TO email address to create requester contacts" under Admin -> Email section to achieve this.


Cheers!

Login or Signup to post a comment