To Customize The Sender Mail Address

Technical assistance
1

Infos:

Used Zammad version 6.2.0-1708356221.fe1a910b.focal
Used Zammad installation type: package
Operating system: Ubuntu 20.04
Browser + version: Chrome, latest

Example Situation:

We are currently experiencing an email issue when responding to a ticket from the agent account. The email address cannot be modified, as it is set as a default static value derived from the admin email ID for notification purposes. I want to customize it."

Expected behavior:
When agents send a reply to a ticket, the main email address is automatically taken as the default ‘from’ address, originating from the admin Mail ID. We require the agent’s email ID to be set as the default ‘from’ address when agents reply to tickets.checking this issue with help of developers and for understanding the work flow the tool has installed newly.

Actual behavior:

The from address of the agent while replying for a ticket admin mail id is consider as a from address for that ticket replying.

Questions :

In which file I can customize the mail address?

2

Hi @senthil. Sorry, but I have no idea what you are doing. What do you mean with ticket admin mail id?

BTW: I would appreciate it if you are going to check out the Zammad admin documentation.

3

Zammads group decides what the outgoing email address is going to be.
In Zammads POV it does not want to “share / leak” the agents mail address, as the customer is supposed to reply to Zammad and not the agent directly.

1 Like
4

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