Dynamic sender (email/account and format)

Technical assistance
1

Infos:

I’m wondering whether there is a way to dynamically set a the sender as well as the sender format based on some type of variable on the ticket itself. I’m aware of the ‘Sender based on Reply-To’ header functionality, and the ’ Sender Format’ but I’m not sure if they can accomplish my needs or if they can, how to go about it.

My use case is this:
I am developing using your software to handle support ticket requests for a church. The church has several integrated auxiliaries, each with their own website. We are using a single instance of Zammad to handle support requests from all of its websites. The websites have their own interface built which creates tickets and articles in Zammad using the API.

What we would like is for a ticket that is generated by a certain website to have notification emails that are sent to users to have the sender (from) be the domain for the site they created the ticket on.

So, for example, say we have a main website, church(dot)com, and another website, churchschool(dot)com. If someone opens a support request on church(dot)com, when an agent responds to that ticket, we want the user to receive emails from support(at)church(dot)com. If someone opens a ticket on churchschool(dot)com, when an agent replies to that ticket, we want the user to receive emails from support(at)churchschool(dot)com.

2

Okay, I’ve made a bit of progress. Seems like I may have had a misunderstanding of how Zammad works with these notification emails.

I’ve been able to get close to what I want but not fully there. So far I’ve …

  • set up the emails for each organization in Zammad’s system (admin > channels > email).
  • For each, set the inbound email to be an IMAP account that can receive emails that will create tickets (or articles/replies?). Set up the outgoing server to be an SMTP server for the organization.
  • Assign that email to a group that will be handling the tickets specific to the organization.

My current issue is we don’t have email inboxes for each of these organizations. We only have one, and would prefer none. We do all of this through a web interface we are developing. If we could make sure that from email didn’t have to be tied to that inbox and could instead have it be a no-reply (unique to each organization) I think it’d be what we are trying to do.