Ticket Replies Sent from Default Address in Select an Address App
Why are my ticket replies sent from the default support address in the Select an Address app?
The Select an Address app sets the default support address for ticket replies. If the app is active, it overrides the default brand support address with the one selected in the app. This means that even if you have set a default email address for your brand, the app will use its selected address.
To prevent this automatic selection, you can configure the app to disable automatic address selection for agents in specific groups. This requires retrieving your Group IDs and adjusting the app settings accordingly. For more detailed steps, you can refer to the originalZendesk help article.
More related questions
How can I prevent automatic address selection in the Select an Address app?
You can stop the automatic address selection by configuring the Select an Address app settings. This involves disabling the automatic selection of addresses for agents in specific groups. First, retrieve the Group IDs for your account. Then,…
Is there a known bug with specifying default email addresses by group in the Select an Address app?
There might be issues with setting specific email addresses per brand and group in the Select an Address app. Users have reported that emails are not sent from the specified group address but rather from the brand's default address. If you…
How do I configure the Select an Address app to use specific email addresses per brand and group?
To configure the Select an Address app to use specific email addresses per brand and group, you need to ensure that your settings are correctly set up in JSON as per the help articles. If you find that emails are not being sent from the correct…
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