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Email - Reply to address


#1

My tickets are raised from our own web form which sends an email to HelpSpot from our domain but with a reply to address for the customer. I have to do it like this as otherwise the mail would get blocked.

The problem is the customer email field gets our address instead of the reply to address, is there any way to work around this?


#2

There sure is Tony. Take a look at this page:
http://www.userscape.com/helpdesk/index.php?pg=kb.page&id=25

It explains how the email parser works. The parser allows you to passing special tags to override any of the customer values including email. There’s also an advanced set of tags you can use. Details here:
http://www.userscape.com/helpdesk/index.php?pg=kb.page&id=30

Let me know how you make out.