Plan requirement
| Subscription | Any plan |
| Access | Admin |
A trigger can change which support address a reply appears to come from, which is how multibrand accounts stay consistent.
The default
Replies go out from the address the ticket arrived at. For most accounts that is right and needs no thought.
Changing it
A trigger action sets the outgoing address. Conditions decide when.
When you would
- A ticket moved to another brand. It should now come from that brand's address rather than the one it arrived at.
- Tickets created by agents, which have no arrival address and would otherwise use the default.
- A retired address. Mail still arrives at it; replies should come from the new one.
Check the authentication
The address you switch to has to be one of your verified support addresses, with SPF and DKIM in place for its domain. Sending from a domain without them puts your replies in spam.
That is the part that gets missed when a second brand is added: the address exists, the trigger works, and deliverability quietly suffers.
Keep it consistent for the customer
Switching mid-conversation means the customer sees two addresses on one thread, and their mail client may split it. Where you can, set the address at creation and leave it.
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