Change from email address when replying to a customer

There is some logic in CS regarding which from-address it will use. If the e-mail was sent in to one adress, then that will be used as the from address.

If the ticket is created manually in CS, and you have f.instance a mailbox called 'invoice@example.com' which is connected to the Invoice-category, then CS will use that address as the from-address if your ticket is connected to that category.

I don't think you can manually override it without either making some sort of script or SQL job.

Hi frode,

Do you mean in the user interface or in script?

If in script:

Email email;
email.setValue("from", "test@test.nl" );

Thanks for answering. But do you know which table in the database I can update with the "new" from address before the services sends the email?

Niels, I want to add a drop-down list with several emails which user can select from "Edit ticket"-screen. I was hopeing to change the code on the "OK"-button.

You can override the fields: ticket.filter_id and ticket.display_filter

filter_id points to a mailbox in your system and display_filter points to the given address.

By setting these attributes to something else you can change the from address before you send the reply.

Example:

ticket.filter_id = 1
ticket.display_filter = post@company.com 

You can update them like this if you want:

// Update from address
SearchEngine se;
se.addData("ticket.filter_id", "1");
se.addData("ticket.display_filter", "post@company.com");
se.addCriteria("ticket.id", "Equals", ticketId);
se.update();

// Rest of the code
// ...

Thank you, Simen!