Plan requirement
| Subscription | Any plan |
| Access | Admin |
The address the ticket arrived at, or the default one when it did not arrive by email. A trigger cannot change it, whatever anybody tells you.
Which address does the reply come from?
The support address the ticket was received at. Mail to help@ is answered from help@, and for most accounts that is the end of it.
Tickets that did not arrive by email have no such address, so they use the default on the Support addresses page. That covers Talk, chat and anything created through the API, which is why an agent-created ticket can go out under an address nobody expected.
An alias changes the answer
Where the support address is an email alias, a group or a distribution list, that can affect which address the reply leaves from. Worth checking before you conclude Zendesk is choosing wrongly.
Can I change it?
Not with a trigger. Zendesk states it plainly: you cannot choose the support address used for ticket replies with a trigger, and a rule built to try will not do it.
The Select an Address app is the supported route, and it works per ticket, in the agent's hands rather than in your automation.
Fix it at the address, not the rule
If a brand should answer from its own address, give that brand the support address so mail arrives there in the first place. Then check the sending side: for any address on your own domain, SPF and DKIM have to allow Zendesk to send on its behalf, or the replies quietly land in spam. That is the step missed when a second brand is added.
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