You may have one, two or multiple email addresses (queues) through which your customers contact you. The email channel probably handles the majority of helpdesk communication. To correspond to customer queries, you also have a default return email address, and staff email addresses that are used in the outgoing emails. In the reference chart below, we will help you understand which email address is used/linked with which outgoing email and how you should configure it, so that every single user reply reaches your helpdesk:
| Type Of
Email |
Outgoing Email Address
used in Automated Emails |
| User Registration |
Default Return Email Address
mentioned at Admin Interface > Settings >
General |
| User Notifications |
Default Return Email Address
mentioned at Admin Interface > Settings >
General |
| News subscription |
Default Return Email Address
mentioned at Admin Interface > Settings >
General |
| Mail Parser rule
action |
Email Queue Address mentioned at
Admin Interface > Email Parser > Email Queue |
| Autoresponder |
Email queue Address mentioned at
Admin Interface > Email Parser > Email Queue |
| Auto Close |
Email queue Address mentioned at
Admin Interface > Email Parser > Email Queue |
| Ticket Notifications |
If the ticket department is
linked to an email queue, then email queue address is used
Otherwise the “Default Return Email
address” is used. |
| Survey |
If the ticket department is
linked to an email queue, then email queue address is used
Otherwise the “Default Return Email
address” is used. |
| Staff replies |
If the ticket department is
linked to an email queue, then email queue address is used,
or the "Queue Overrides” specified in the email queue
settings Otherwise the “Default Return
Email address” is used. Staff can also select their email address in the “From” drop down list. |
Now, you can easily decide which email address you want to use consistently, and you can set up this email address as the default return email address, or as an email queue.
If you want to disable any of the automated emails, refer to: Disabling Automated Emails
Sukhpreet Anand