Changing outgoing email addresses for automated emails
You may have one, two or multiple email addresses (queues) through which your customers contact you. The email channel probably handles the majority of helpdesk communication. To correspond to customer queries, you also have a default return email address, and staff email addresses that are used in the outgoing emails.
This topic describes which email address is used/linked with which outgoing email and how you should configure it so that every single user reply reaches your helpdesk.
The following table details the outgoing email addresses linked with various actions and where to change these address from the Admin Interface:
| Type Of Email | Outgoing Email Address used in Automated Emails |
|---|---|
| User Registration | Default Return Email Address mentioned atAdmin Interface > Settings > General |
| User Notifications | Default Return Email Address mentioned at Admin Interface > Settings > General |
| News subscription | Default Return Email Address mentioned at Admin Interface > Settings > General |
| Mail Parser rule action | Email Queue Address mentioned at Admin Interface > Email Parser > Email Queue |
| Autoresponder | Email queue Address mentioned at Admin Interface > Email Parser > Email Queue |
| Auto Close | Email queue Address mentioned at Admin Interface > Email Parser > Email Queue |
| Ticket Notifications | If the ticket department is linked to an email queue, then email queue address is used otherwise the Default Return Email address is used. |
| Survey | If the ticket department is linked to an email queue, then email queue address is used otherwise the “Default Return Email address is used. |
| Staff replies | If the ticket department is linked to an email queue, then email queue address is used, or the Queue Overrides specified in the email queue settings otherwise the Default Return Email address is used. Staff can also select their email address in the From drop-down list. |
Note:
If you want to disable any of the automated emails. For more information about , see Disabling automated emails.