Support Reply-To Address

Sometimes you may want to send from a personal address but get the reply in your team inbox. this is possibly using the reply-to Address Feature. May be interesting to support in smartertrack.

Employee Replied

4/12/2022 at 9:19 AM

Employee Post

Hi TK,

In SmarterTrack agents can use the "Copy To Address" to receive copies of their tickets in their personal email accounts, and reply to the tickets from their email account. To the customer it will still look like it's coming from the SMTP account configured in SmarterTrack, and customer's replies would go back to the department email address as well. Is this what you are looking for?

Copy To Address - Adding a Copy To Address means that any ticket that is assigned to the agent will be copied to this email address as well. This includes every message that comes in from the end user, not only the initial ticket message. The agent can reply from their email application/client, and every ticket reply will be stored in and sent out from SmarterTrack using that department's SMTP settings, keeping the agent's personal email information anonymous. Note: This is enabled by default when an email address is entered in this field.

TK Replied

4/12/2022 at 10:10 AM

No, the other way round. Sending from a personal address, but receiving it in the team box by providing a reply-to-address that is associated to the dept. https://help.returnpath.com/hc/en-us/articles/220568427-What-is-a-Reply-To-address-#:~:text=A%20Reply-To%20address%20is,is%20the%20Reply-To%20address.

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