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Ticketing outbound email cannot be configured - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>PROBLEM</strong><br>All emails sent from the ticketing module use the same address as the Email Reader's incoming address, even if they are different<br><br><strong>CAUSE</strong><br>This is by design.<br><br>The ticketing module is able to read emails from the specified inbox and either convert them in to tickets, or to add the message to existing ticket.<br>You, as a support person, update a ticket with a note.<br>This sends an email to the customer.<br>The customer replies<br>The email reader gets the reply<br>The email reader adds the reply to the ticket<br>and round we go.<br><br>What would happen if the email reader was looking at the inbox called support@acmecorp.com, but was sending emails with a "from" address of info@acmecorp.com?<br><br>The tech support person would add a note<br>The system would send an email from info@acmecorp.com to customer@abc.net<br>The customer would reply to that email - sending their reply from customer@abc.net to info@acmecorp.com<br>BUT, the email reader isn't looking at info@, it is looking at the support@ inbox. The reader would never see the reply - the customer would have received an email from info@, and so would naturally reply to info@, but the ticketing system is looking at support@.<br><br>For this reason, the ticketing module will always send the mail from the address that it is configured to read from - that is the only way that the system can be sure that mails that it sends get back to it when the customer replies.<br><br><strong>RESOLUTION / WORKAROUND</strong><br><br>This is by design, and as such there is no "fix" for this.<br><br></p> </article> </main>