When a customer emails a response to a ticket and it moves from 'Waiting for Customer' to 'Waiting for Support' or a linked ticket is marked as 'Done' and therefore the original is marked as resolved it appears a default user is attributed to marking that change. An email is generated and sent 'on behalf' of that default user.
I am sure if is obvious who this user is and how it is set however I am not seeing how it is.
At the moment the this default user does not appear to be the project lead.
How do I ensure that the 'default' user is not a given individual but a generic role?
What I am going to try to use is a user configured as a role with a group email address so that it then appears that role did the changes, such as moved a ticket when a customer replies or marks as 'Done' etc
That's actually a good idea. I'm going to suggest we do that as well to limit confusion.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
I do not believe you can have actions run as a group. I'm currently having that issue where it confuses people with automations running.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.