Plan requirement
| Subscription | Any plan |
| Access | Agent |
Choosing which address a reply is sent from. Necessary from the moment you have more than one brand.
Use it
- Install the app.
- Open a ticket.
- Choose the sending address before replying.
- Send.
Why it matters
A reply from the wrong address tells the customer they are dealing with a different company. With separate brands, that is a disclosure as much as a mistake.
It also breaks the thread: the customer replies to an address that routes somewhere else.
When you need it
- Several brands with their own addresses.
- Separate addresses per function, such as support and billing.
- A ticket that arrived on the wrong address and should be answered from the right one.
Usually the default is correct
Tickets normally inherit the address they arrived on, and that is right. This app is for the exceptions, and agents should know it is an exception rather than a routine step.
Check what the customer sees
Sending address, display name and signature together. An address that is right with a signature from another brand is only half fixed.
Tell agents when to use it
A short rule: use it when the ticket arrived on the wrong address, otherwise leave it. Without that, some agents change it for every reply and some never notice it.
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