Great to hear you guys are liking the product, I know your customer base is very active so it’s good to hear HelpSpot is holding up under the load.
Currently HelpSpot’s templating is really more geared around multiple forms under a single brand as opposed to totally separate brands. There’s new features in the works to improve this, but not in the very short term.
What you could do is only send them the URL in the auto reply. Since the auto reply is customizable on a per mailbox basis you simply remove the placeholders and replace them with the correct full URL’s. You can use the ##ACCESSKEY## placeholders to recreate the ##REQUESTCHECKURL## placeholder like so: index.php?pg=request.check&id=##ACCESSKEY##
Then modify the other email templates so that they don’t send the “check your request” footer at all. This isn’t a great solution, but they’ll still have the URL in the original email.
Another idea would be instead of using the ##REQUESTCHECKURL## placeholder in the email templates you switch that out for a custom URL to a script you’ll create and pass that script the ##ACCESSKEY## variable which renders to something like this (12447lohgjg). So in the template use /portal_lookup.php?key=##ACCESSKEY##
Now, in the script you’ll take the access key, pull off the numbers in front that’s the request ID. Do a query against the HS_Request table looking up that ID. In the query join HS_Request to HS_Mailboxes by the xOpenedViaId which holds the mailbox ID. That will tell you which mailbox they came in on and then you can redirect to the correct request check page passing along the access key as well. The SQL should look something like this (off the top of my head)
SELECT HS_Mailboxes.sHostname FROM HS_Request, HS_Mailboxes WHERE HS_Request.xOpenedViaId = HS_Mailboxes.xMailbox AND HS_Request.xRequest = XXXXX
Of course you’ll still have to put a URL in that’s not the same as the brands, I don’t know how big an issue that may be.
One final idea would be to do some magic on to the email itself before it’s actually sent. So point PHP’s mail to a filter script that rewrites the URL’s in the email before they go out based on the “from” header. In many ways this would be cleanest, but it’s beyond my expertise to tell you how to proceed with it.
Let me know if any of this sounds plausible. Also it’s rather late so if I think of something better for your short term needs I’ll update this tomorrow.