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  3. Customized Email per Department [DONE]

Customized Email per Department [DONE]

Submitted 3/1/2011 by Ivan Ong

Are we able to set a department-specific email address when we reply to tickets?

The flow would be something like this:

Sales

  1. Customer sends email to sales@mydomain.com
  2. Email gets auto-forwarded from sales@mydomain.com to mydomain+sales@estreamdesk.com
  3. Agent answers the ticket and reply gets sent back to visitor from sales@mydomain.com

Support

 

  1. Customer sends email to support@mydomain.com
  2. Email gets auto-forwarded from support@mydomain.com to mydomain+support@estreamdesk.com
  3. Agent answers the ticket and reply gets sent back to visitor from support@mydomain.com

Comments

David Beukes: 

This is a very useful feature; would allow me to bring all my helpdesks into one application.

4/7/2011 5:28:11 PM +03:00
David Beukes: 

Sorry for the extra comment; was just thinking how this could work.

You could add a 'department email address to the 'Manage Department' form. The email address could be stored as a 'Ticket field' which could then be used in the Ticket Rules.

Always easier said than done :)

4/7/2011 5:32:42 PM +03:00
pagejeune: 

I agree, I would love to be able to use the Ticket Rules to set different return email addresses.  This is a make or break deal for us.

6/4/2011 4:53:31 PM +03:00
Level 2 Support: 

E-mail passthrough is now supported for the premium plan. When enabled ticket e-mail updates will be sent from the same e-mail address where the ticket was received.

8/29/2011 5:07:54 PM +03:00
kkhouider: 

How do you configure the "E-mail passthrough" can't find it in the admin.

9/19/2011 9:59:24 AM +03:00
Level 2 Support: 

There is a checkbox "Send update e-mails from the same address where the ticket was first received" in the Site Settings admin page.

9/19/2011 11:03:00 AM +03:00