How does the SuperOffice Service determine which e-mail address should be "From" in request reply message?
Updated on 12 Aug 2025We use SuperOffice Service to answer our customers’ inquiries, and in different situations, replies get different “From” e-mail addresses. How is the sender’s address determined in SuperOffice Service?
SuperOffice assigns the "From" e-mail address at the moment when the request is created in Service. The system uses a few rules to determine which e-mail should be set as the "From" address for all the communication, which will eventually be sent for the request.
- If the request is created automatically by importing an e-mail from the mailbox, the "From" address will be the address of the mailbox from which the e-mail was imported.
- If the requests have been created in the category, which is associated with a mailbox, then the "From" address will be the one, which is associated with the category.
Note!
• If the category has several mailboxes connected to it, it's not defined which one will be used as the "From" address.
• A "From" address is not going to be changed if, after being created, the request is transferred to another category.
- If the request is created in a category that does not have an associated mailbox, the "From" address will be the one configured in Settings and Maintenance → Preferences → Global preferences → Default from address.
More information
Forum: Change from email address when replying to a customer
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