When I send or receive an email in Helprace, who is it from?
What am I sending from?
The "From" email address & name displayed to your customer depends on a few factors.
Let's assume that this is how your Settings > TICKETS > Mailboxes page looks like:
Info is the default mailbox, since it is in bold.
It's also "Built-in", which means it was created when you signed up for your Helprace account. (learn more: Adding email accounts and setting up email forwarding).
When an agent creates 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.
If you only have the built-in email address, or one custom email address, you won't be able to specify a desired address.
When an agent is replying to a ticket
If a user sent their email to a specific address, the agent's reply to the ticket will be sent from that address. If you added more than one custom email address, you can change where the reply is sent.
If a user opened a ticket via the user portal or feedback widget, the agent's reply to the ticket will be sent from the default address.
To learn more, see Setting the return email address in ticket replies
Personalized emails
Click on the ⋮ button to the right of a mailbox and select "Edit".
If you want to have personalized emails, you can specify what you want the From field to contain.
Who am I sending to? Who did it come from?
Ticket replies (reply via emails):
Click on the chevron by the name or envelope icon. The block will give you information about the original email that became your ticket, or its reply.
You'll see the Mailbox, From, To, CC, BCC, and Subject.
Ticket (sidebar)
The Requester is someone who will receive the agent's reply, according to the default Rules. You can change the Requester or his email, if he has multiple emails. Click the the ⋮ button to do so.
Ticket (info below the Subject)
Requester: The email the agent's reply will be sent to. You can change it by clicking on it. If the Requester has multiple emails, you can specify the one you need.
Mailbox: It's where the initial email, that created the ticket, was received at. You can specify a mailbox when creating a ticket. You can change it by clicking on it. The Requester will see this mailbox in the agent reply's From field.
CC: You can specify emails that will receive a carbon copy of the agent's reply. You can strip CCs from incoming emails or disable CCs altogether. (Go to Settings > TICKETS > Settings).
Learn more: When a user with many emails contacts me, where will my reply be sent?
