topic Re: Inbox tickets coming from our support email in Tickets & Conversations

Inbox tickets coming from our support email

Saiem — Mon, 05 May 2025 13:45:10 GMT

Hi Team,

Here is an issue that I'm facing, when we open a conversation on our support inbox, its coming as the email was sent by our tech support email, but on the ticket it shows that the email was sent by our customer. In some cases the email is forwarded to us to show us the issue. The current inbox setting is we associate all the tickets to the original senders.

Here the some picture for reference.

This one is for inbox, see how we are reciving tickets from our tech support email which is not true.

This one is for ticket. See same email sent by JB our client

Re: Inbox tickets coming from our support email

kennedyp — Mon, 05 May 2025 22:20:36 GMT

Hi @Saiem! Thank you for including screenshots. Is the customer getting the same email over and over? Can you clarify where the email conversation started and at what point during the thread you noticed this?

I want to invite some subject matter experts to see if they have any suggestions.

Hey @DSafley, @SanjayKumar do you have any thoughts on what might cause support emails to come through from the support address?

Best,

Kennedy

Re: Inbox tickets coming from our support email

Saiem — Tue, 06 May 2025 17:13:19 GMT

This would be the start of the conversation. They will get like a email from our dontreply email (this is sent daily of the usages of our service) and if they have any issue they will forward that email to our support email and that how the email is coming in.

Re: Inbox tickets coming from our support email

kennedyp — Fri, 30 May 2025 21:25:15 GMT

I see-- this is because the original thread was sent by your noreply address. The inbox will identify the original sender of the thread and not the one that is forwarding it. This is noted in the Knowledge Base article: Compose and reply to messages in the conversations inbox