Override "from Email" And "from Name" In Ticket Creation Email Notification

[nuv]

Hello,

 

I would love to have an option to override "From email" and "From name" in the "Ticket Received" email notification according to the department that ticket has been opened with.

 

At this moment, if you input "From name" as "Support" and "from email" as "support@example.com", then any ticket that is created in any department (be it sales or support) has the "from email" as "support@example.com" in its email notification. What I'd like is, if someone opens a sales ticket, he should get that email notification from sales@example.com and "Sales" (in from name)

 

Please note - When ticket is replied to, "from email" gets overridden to the departments email. This doesn't happen for newly created tickets though, so I'm unsure if its a bug or no one worked on it. Also, an option to override "From name" would be good too. At the moment "From name" remains the same, be it new ticket email notification or ticket reply email notification.

 

Thank you

[Michael]

+1 for the email.

[Paul]

So you're saying that the original "Ticket Received" email does not observe the email address override set for the department? This email also does not contain by default information in the subject to be able to reply to the email to update the ticket, though I believe the tags are available to be able to do so.

 

Overriding the name would be a separate unrelated task.

[Michael]

So you're saying that the original "Ticket Received" email does not observe the email address override set for the department? This email also does not contain by default information in the subject to be able to reply to the email to update the ticket, though I believe the tags are available to be able to do so.

 

Overriding the name would be a separate unrelated task.

 

 

Correct when you open the ticket you get an email mate form the default in the email template not the department but you do on the updated email template