Setting the return email address in ticket replies

If you added one or more custom email addresses (See: Adding mailboxes and setting up email forwarding), you might be wondering which From address will be used when initiating a new ticket or replying to a user.

If you're replying to an existing ticket

The previously used email address will appear as a Mailbox below the subject. For example, if user emailed you to billing@acme.com and their message has been converted to a ticket, replying to that ticket will put billing@acme.com to the email From field.

If you added more than one custom email address, you can change it by clicking on it while in a ticket.

If you're starting a new ticket

If you added more than one custom email address, you can specify the desired one when creating a ticket. The selection field will include all emails you've added to the system.

The From address depends on:

• If you have no custom email (e.g. you have support@acme.helprace.com (built-in) only), the From address selection will not appear as all emails will be sent from that address.
• If you've added one custom email to your Helprace (e.g. you have support@acme.helprace.com (built-in) and support@acme.com) the From address selection will not appear and your custom email will be used (i.e. support@acme.com). This is even if the built-in mailbox is default.
• If you've added more than one custom email to your Helprace (e.g. you have support@acme.helprace.com (built-in), support@acme.com and billing@acme.com) the From address selection will allow you to choose between support@acme.com and support@acme.com. This is even if the built-in mailbox is default.

The email will be sent to the user from the selected address. The default mailbox will be pre-selected (as long as it's not built-in, which won't be visible).

Make a mailbox default

In Settings > Mailboxes, Click on the ⋮ button to the right of a mailbox and select "Make Default".

If you have more than one custom email added, it's not possible to make a built-in mailbox default.

To learn more, see When I send or receive an email in Helprace, who is it from? or When a user with many emails contacts me, where will my reply be sent?