Filing this on behalf of a customer: At the moment, when sending 1:1 emails from ticket records, by default - the first connected email channel that is selected is by alphabetical order as per the following screenshot.
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This provides room for human error and we should be able to control or specify the email address used for tickets belonging to a specific pipeline, within settings > Tickets, or in another location.
This would be especially useful for teams that have different inboxes that they reply from, who utilise different ticket pipelines as well.
We have 4 ticket pipelines, for each product one pipeline. Each pipeline has its own e-mail address as connected channel to receive and send emails from.
Since the ticket has a pipeline set, why is it even possible to select an email address from the other pipelines as sender address?
The sender address seems to be stateful, so the last selected sender address is used for the next email reply. This is a major point of failure for people who support more than one product and therefore have to work in more than one pipeline.
We would like to only send from the pipelines connected email address.
