How to Change the “From” Email Address When Updating or Creating Tickets
BoldDesk enables agents to modify the email address used to send a ticket or its updates. If a ticket is incorrectly assigned to a department, outgoing responses might be sent from an inappropriate email address.
To ensure a consistent customer experience and avoid confusion, agents must reply using the correct department’s email identity. Choosing a support email address when creating a ticket helps make sure the tickets are routed to the relevant department.
This article guides you on how to change the email address from the agent portal.
Prerequisites
To be able to achieve this, the following conditions must be met;
- Enable From Address Selection under Admin.
- Multiple support email addresses must already be configured in the system.
- The Agent is required to create or update a ticket through the Agent Portal in order to select the appropriate support email address.
How to Enable From Address Selection
To enable the From Address selection, please follow the steps below;
- Navigate to Admin > Agent Portal
- Under the tickets tab, toggle on Enable From Address Selection
- Click on update for the changes to be effective.
Enabling From Address Selection allows agents to select the From email address when creating or updating tickets. Only the support emails associated with the selected brand will be available.
How to Change “From” Email Address When Creating Tickets
When creating a ticket from the agent portal, agents can change the from email address as follows;
- In the ticket form, navigate to the from email address. All the added support email addresses in the selected brand will be listed here.
- In the dropdown, select the from email address you want to use. This way you will be able to change the from email address.
How to Change “From” Email Address When Updating Tickets
When updating a ticket from the agent portal, agents have the ability to change the from email address in simple steps.
- In the Agent portal, navigate to the ticket you want to update.
- Tap on reply to open the reply editor.
- In the from section, click on the dropdown to select the relevant email address to send the ticket from.
- This feature operates on a brand basis for each ticket, so agents are limited to selecting emails only from the brands they have access to.
- If you select the note in the reply to editor when updating the ticket, you cannot select a “from” email address for either private or public notes.
- When cloning or splitting tickets, you may also choose the from address.
Frequently Asked Questions (FAQs)
Q1: Why don’t I see multiple support email addresses in the dropdown?
Because only one support email is configured. Ask your admin to add more addresses.
Q2: Can I add new support email addresses myself?
No, only admins can configure support email addresses.
Q3: Are the selected “From” emails saved for future tickets?
No, you must select the correct email each time based on the ticket context.
Q4: Can I change the “From” email address for internal notes?
No, internal notes do not use outgoing email identities.
Q5: What is the ‘From Email Address’ selection in the ticket form in the agent portal?
When an agent creates a ticket in the Agent Portal, the “From Email Address” field determines which support email address (brand mailbox) will be used as the sender for outgoing ticket notifications related to that ticket.
