Hi @hroberts , thanks for your quick reply! Our support teams are primarily operating on tickets right now (with a connection to the conversations inbox of course but they’re not often in the conversations inbox directly) When they go into a new ticket and go to reply, if they see it is not for their team, they may just transfer the ticket to the intake status of another team’s ticket pipeline. That team will pick it up and try replying to the email from the ticket and in that case we would want the new team’s alias to be the default send from address, rather than the original team. Let me know if that doesn’t make sense. Also happy to hop on a zoom call and show you how our team uses it if that would be helpful.
I’m really interested to explore the Help Desk - we haven’t yet. But if there was a way again for us to tell which pipeline the ticket/email is in and use that to inform the default reply email (and/or use team membership to denote a specific default send from email), that would be so cool - especially if that would give us the flexibility to have a different default reply from email than the original email the customer used to contact us.
I’m thinking two options could be “set your individual default send from address” and “set your individual default reply from address” and then a dropdown could exist for the reply from address that would say “same as send from address, same as original email on thread, or always override to:” and then it would have you pick which email you’d use regardless of the original email. Then it could be cool for admins to set the team default send from address and set the team default reply from address in settings! Hope this helps, let me know if there are other questions!