When a user with many emails contacts me, where will my reply be sent?

Helprace gives end-users as well as agents the ability to set a number of email addresses to a user profile. A default address can be set by both, too.

In the above example, chrystalfowler@example is the default address.

How do you check what address the message came from?

1. Look at the Requester below the ticket subject. That is where the agent's reply will be sent to.

Let's say janesmith@example is the default address but the ticket was sent from jane@example, a non-default address. The reply will be sent to jane@example.

2. 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.