Sending Customer Service requests from the request owner

Hi,

When you send a request from Customer Service, the request appears to go out from the email address in the CS settings.  But we have a customer who would like to send the email from the person raising/replying to the ticket.  This concept is possible with things such as sending out GDPR emails in SuperOffice, so can the system be made to send out the request emails as described above.

Support have said there is no way to do this using the standard configuration, but have suggested adding a post on Community to see if it can be done in code.

Trevor

RE: Sending Customer Service requests from the request owner

Hi Trevor,

I think that this will be possible, but that you need to consider the scenario "what happens if the customer reacts to that e-mail?"

Because that email will not land in Service, but in the user's personal mailbox.

By: Niels van Broekhoven 17 Dec 2019

RE: Sending Customer Service requests from the request owner

Hi Neils,

Really good point.  Is it possible to use a different from address to the reply address?

Many thanks,

Trevor

By: Trevor Sharp 17 Dec 2019

RE: Sending Customer Service requests from the request owner

Hi!

Our customer has similar need. Is it possible to change ticket reply address to another email address which has been added into Customer Service?

-Tatu

By: Tatu Tukiainen 29 Jan 2020

RE: Sending Customer Service requests from the request owner

Hi,

This is tricky as Niels points out. If the email originates from "sverre@superoffice.com", then the customer will reply back to me and not back to Service. I must ask: what is the purpose of this. Is it to get the reponse back to the person (in which case the above is not a problem), or is to create more "personal" originating addresses in the system? Playing around with From/Reply-to could be done, but is a bit tricky. Could be a problem with bounces for instance.

If you want personal addresses, you could create a new set of personal addresses, e.g. "sverre@crm.superoffice.com", which are owned by and imported by Service. Then you could map them to personal categories, e.g. "Support/Sverre", and place the request there before replying (or manipulate the ticket.filter_id field). The email to the customer would then originate from this address, and when the customer replied to this "personal" address, it would end up in Service on the correct request.

Sverre

By: Sverre Hjelm 29 Jan 2020

RE: Sending Customer Service requests from the request owner

Hi!

In our case, customer does not want to use personal address. They have multiple categories in customer service. Their use case is:

Customer sends email to support1@company.com. Support team 1 notice that ticket does not belong to belong to this category. They changes ticket category into correct category -> Support team 2. Support team 2 works with email address support2@company.com. When support team 2 replies to customer, email is send from address support1@company.com.

Is possible to change tickets email address from support1@company.com to support2@company.com? These email address are added into customer service and linked with correct category.

By: Tatu Tukiainen 3 Feb 2020

RE: Sending Customer Service requests from the request owner

Hi Tatu,

As Service will always use same originating address for responses even if you change category, it is possible to work around this as Sverre says by manipulating ticket.filter_id. 

For instance by creating a trigger script - Request changed Category, and implement some logic to check if you should in fact set ticket.filter_id to other value.

By: Michel Krohn-Dale 3 Feb 2020