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Customer responds to ticket from alias email

Joshua Friling
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March 21, 2024

Hello! We have an issue where users will reply to a ticket from an alias email. Both the regular and alias domains are setup on our account. The customer accounts are created from one domain email. However after opening a ticket and we respond, they will respond to that from an alias email. Is there any way for us to make sure that those comments still appear on the tickets? They are not currently doing that. 

 

Thanks!

1 answer

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Stephen Wright _Elabor8_
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March 22, 2024

Hi @Joshua Friling 

I'd assume if the alias email is added as a request participant, then the user can email from either address, and the comments will still be added to the one ticket.

Is this an option for you?

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You might also want to vote for/watch this feature request - ID-6403 

Ste

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